Xerox 098N02176 - Network Kit Print Server, Руководство пользователя

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Contents
4 United States Service
User Guide
4 Service Contact Information................................................................ 23
Avenues of Support ........................................................................................................................... 23
Hours of Operation................................................................................................................ 23
Web Portal................................................................................................................................. 23
Single Point of Contact........................................................................................................ 24
Email Addresses ...................................................................................................................... 25
Phone Numbers ...................................................................................................................... 25
Social Media Contacts ......................................................................................................... 25
How to Contact Professional Support Services...................................................................... 26
5 Process for Accessing Support ............................................................. 27
Service and Support Process Steps.............................................................................................. 27
Placing a Service Call ............................................................................................................ 27
Xerox Service Escalation Process.................................................................................................. 28
Case Priorities .......................................................................................................................... 29
Problem Severity Levels ....................................................................................................... 29
Escalation Timeframes........................................................................................................ 30
Survey Process...................................................................................................................................... 31
Survey Process for Online Support Assistant .............................................................. 31
Customer Complaints....................................................................................................................... 32
Customer Relations Group ................................................................................................. 32