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Process for Accessing Support
United States Service
29
User Guide
Case Priorities
The objective of the North American Customer Support Center is to ensure your Xerox systems
and software products are maintained in top operating condition to meet your need for higher
levels of productivity. This commitment to your productivity is backed by a worldwide
organization of highly trained support and engineering professionals who are linked globally
by an advanced communication and information system. Our Support Center provides
responsive and effective phone and electronic support, technical problem management and
problem resolution to customers with contractual support agreements. By providing these, we
improve your efficiency and system utilization, thereby delivering improved productivity.
To achieve that, our systems and software support processes are based on these operating
principles:
•
We maintain simple and explicit communication with you from the time a problem is
reported until the time an acceptable solution is provided. A problem is only considered
solved when you, the customer, say it is. Every contact with the Support Center is
electronically tracked so we can perform regular reviews of support levels, communication
quality and timing.
•
We solicit feedback on an ongoing basis. Through our Customer Satisfaction
Measurement System, we get input directly from you. This lets us know specifically what
we are doing well and where we need to improve.
Xerox support personnel are extensively trained in the Problem Solving Process. The three
major steps in this process are our roadmap for Problem Management
and
make the Support
Partnership work effectively:
•
Problem identification and severity level
•
Solution planning and delivery
•
Solution implementation and log closure
Problem Severity Levels
Severity is based on your judgment of the impact the problem is having on your operation. Our
partnership is based on both you and Xerox acting with the level of emphasis and turnaround
time dictated by this severity level. There are four levels of severity:
Severity 1: Catastrophic
. Your system is down or you have no production capability.
Indicators include:
•
Inability of a critical application to run
•
Frequency of failure precludes productive use
•
Critical integrity defect
Severity 2: Severe.
Your system is up, but production capability is seriously degraded.
Indicators include:
•
Inability of a major application to run
•
Frequent operational intervention is needed to maintain productivity
•
Non-critical integrity defect
Содержание 098N02176 - Network Kit Print Server
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