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Xerox Services Modes of Support
United States Service
19
User Guide
Second Level Support
Remote Support Engineers (RSEs).
Xerox RSEs provide second level support to both our
customers and our CSEs. They are available via the phone and onsite (for some products) as
necessary within contracted hours of support. They have access to Design Engineering for
escalation and the latest fixes to help you with complex problems or to help our CSEs restore
your equipment as quickly as possible. The goal for telephone response from Level 2 is within a
minute for Production Equipment and five minutes for Office Products.
eCare
Xerox has a suite of tools called eCare that enable our Professional Services Analysts and
Remote Support Engineers (RSEs) live remote connections to user workstations (PC, Mac
®
,
UNIX
®
) or the Xerox user interface. This secure, encrypted transaction is initiated by the
customer, through a simple web interface while on the phone, and allows Xerox Support to
provide training and support at the point of need, enhancing the telephone interaction by
remotely observing your desktop and mouse movements. With your permission, Xerox support
personnel can also take control of your desktop to demonstrate complex application settings,
workflows, color correction, print driver options, etc. – greatly reducing the time required to
solve problems and potentially avoiding the delay of onsite support visits. The eCare solution
allows you to connect with the right experts anywhere in the Xerox world with a few clicks of
the mouse.
Third Level Engineering Support
One of the truly unique aspects of Xerox Support is the use of Design Engineers to assist in
supporting our customers. Design Engineers are readily available to assist in the resolution of
escalated customer issues and to continue to improve the performance of every machine in
the field.
The close relationship between our CSEs and Design Engineers allows issues to be discovered
at your site and be escalated to Design Engineers for an immediate product retrofit.
Sometimes this discussion will lead to a next-generation improvement. For certain types of
technical problems, Design Engineering will work with the local service team to determine
whether an onsite problem-solving visit by an engineer is required.
Onsite
Technical Services Onsite
Xerox Services has a highly skilled independent and manufacturer-certified team of Customer
Service Engineers (CSEs). Extensive ongoing training ensures that our CSEs know their
customers’ requirements and can support their needs.
Standard Response Times
Xerox measures onsite service response time as the time between your initial call to the North
American Customer Support Center requesting service and the time when the Customer
Service Engineer arrives at your site to repair your equipment. Response time is calculated
based on contracted hours of coverage.
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