Xerox 098N02176 - Network Kit Print Server User manual

Service User Guide: United States
January 2010
SERUG-01UA
Xerox
®
Services
United States Service
User Guide
Applies to:
Technical Services
Pro essional Support Services
Remote and Unassisted Support Services

©2010 Xerox Corporation. All rights reserved. Xerox
®
, the sphere o connectivity design, FreeFlow
®
, iGen3
®
, iGen4™,
prInteract
®
, MeterAssistant
®
, SuppliesAssistant
®
, Phaser
®
, VIPP
®
, and WorkCentre
®
are trademarks o Xerox Corporation
in the United States and/or other countries.
Brainshark
®
is a registered trademark o Brainshark, Inc.
Facebook
®
is a registered trademark o Facebook, Inc.
Twitter
®
is a registered trademark o Twitter, Inc.
YouTube
®
is a registered trademark o Google, Inc.
Visual Basic
®
and Visual C++
®
are registered trademarks o Microso t, Inc.
UNIX
®
is a registered trademark o X/Open Company, Ltd.
Mac
®
is a registered trademark o Apple, Inc.
Printed in the United States o America.
Changes, technical inaccuracies, and typographic errors will be corrected in subsequent editions that are periodically
issued.
Document Version: 1.0 (January 2010).

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Contents
Pre ace.......................................................................................................................5
The Value of Xerox Services.............................................................................................................. 5
How to Use This Docu ent.............................................................................................................. 5
1 What is Xerox Services?.............................................................................7
The Big Picture for Xerox Services ..................................................................................................7
2 Xerox Services O erings............................................................................9
Technical Services .................................................................................................................................9
Full Service Maintenance Agree ent ..............................................................................9
Warranty.................................................................................................................................... 10
Ti e and Materials ............................................................................................................... 10
Xerox Productivity Plus......................................................................................................... 10
CSE and Workgroup Metrics.............................................................................................. 11
Upti e........................................................................................................................................ 11
Professional Support Services ....................................................................................................... 12
Syste s Analysts and Consultants................................................................................. 12
Custo er Trainers.................................................................................................................. 13
3 Xerox Services Modes o Support ....................................................... 15
Online ...................................................................................................................................................... 15
Online Support Assistant..................................................................................................... 15
MySupport................................................................................................................................. 16
E ail............................................................................................................................................ 16
Re ote Device Manage ent........................................................................................... 16
Xerox prInteract
®
Re ote Service Offerings ............................................................. 17
SMart eSolutions .................................................................................................................... 17
On Call..................................................................................................................................................... 18
First Level Support.................................................................................................................. 18
Second Level Support........................................................................................................... 19
Third Level Engineering Support...................................................................................... 19
Onsite ...................................................................................................................................................... 19
Technical Services Onsite ................................................................................................... 19
Parts............................................................................................................................................. 21
Professional Support Services Onsite............................................................................. 21

Contents
4 United States Service
User Guide
4 Service Contact In ormation................................................................ 23
Avenues of Support ........................................................................................................................... 23
Hours of Operation................................................................................................................ 23
Web Portal................................................................................................................................. 23
Single Point of Contact........................................................................................................ 24
E ail Addresses...................................................................................................................... 25
Phone Nu bers ...................................................................................................................... 25
Social Media Contacts ......................................................................................................... 25
How to Contact Professional Support Services...................................................................... 26
5 Process or Accessing Support ............................................................. 27
Service and Support Process Steps.............................................................................................. 27
Placing a Service Call............................................................................................................ 27
Xerox Service Escalation Process.................................................................................................. 28
Case Priorities .......................................................................................................................... 29
Proble Severity Levels....................................................................................................... 29
Escalation Ti efra es........................................................................................................ 30
Survey Process...................................................................................................................................... 31
Survey Process for Online Support Assistant.............................................................. 31
Custo er Co plaints....................................................................................................................... 32
Custo er Relations Group................................................................................................. 32

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Preface
The Value of Xerox Services
Service is a critical component in your decision to buy, your success with a product, and your
uture patronage and loyalty. We have always had one goal in mind—to put superior service
and support behind your Xerox solution. There’s little question that Xerox products are
outstanding…with industry-leading technology in their eatures, unctions and bene its.
But your satis action goes beyond excellent products to excellent per ormance. And
per ormance only happens when excellent products are supported by excellent service that
helps you grow your business. The Xerox Services value proposition is simple to express:
Protect your investment – You are counting on your technology investments to pay dividends
or many years. With the Full Service Maintenance Agreement, Xerox Services protects your
technology investment and maximizes uptime.
Maximize Your Results – Your Xerox equipment is a tool or building better business…
provided that it is up and running. Perhaps the most undamental value we provide is the
reliability that allows you to maximize the use o your equipment and do great work as a
result.
Gain Peace of Mind – When you view your equipment purchase as the irst step in a new,
long-term relationship with Xerox—made stronger every day through the support o Xerox
Services—you gain unprecedented peace o mind.
How to Use This Docu ent
•This User Guide contains descriptions o the various support o erings provided by Xerox
Services, service contact in ormation, and the process or accessing support resources and
opening a support case.
•This User Guide is meant to be general in nature and does not attempt to describe all the
di erences between printers, o ice multi- unction devices, wide- ormat, production and
continuous eed products. Product-speci ic collaterals can be ound at: www.xerox.com.
•Material in this User Guide is not meant to, and shall not, supersede, take the place o or
become part o the terms and conditions agreed to in your Xerox Order Agreement, Xerox
Negotiated Agreement, Services and Solutions Agreement, Managed Service Agreement
or other written agreement between you and Xerox.

Pre ace
6 United States Service
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1
1What is Xerox Services?
Xerox Services is the organization that provides both assisted and unassisted Technical Service
(“break ix”) and Pro essional Support Services (analyst services and customer training) to
customers in the United States, Puerto Rico and Guam. We support two main types o
customers – those with direct service contract coverage, and those who are covered by
managed services agreements. We provide support or all sales channels rom direct to agents,
dealers and resellers, and service all industry segments rom graphic communications, to state
and local government, manu acturing, and high-technology.
The Big Picture for Xerox Services
•A dedicated service force here to support you
•Live technical help rom over 600 Customer Support Representatives (CSRs)
•24x7 illustrated nline Support knowledgebase that provides a benchmark 70%
success ul sel -help experience at www.xerox.com/support
•An internal global knowledge-sharing database called Eureka allowing in ormation to
be shared at the point o need providing answers quickly or problem resolution
•Customizable online experience that brings together all the tools you need to manage
your Xerox equipment
•Design and Field Engineering support onsite, i necessary
•nly Xerox authorized parts which are stored locally and carried in service vehicles
•Leveraging state-of-the-art wireless call-assignment technology with laptops and
handheld devices
•A direct service delivery model complemented by authorized Service Delivery Partners in
certain geographies
•Highly skilled professional systems analysts, consultants, and trainers working with
your sta to deliver technical and operational support
•And many situations backed by the Xerox Total Satisfaction Guarantee

What is Xerox Services?
8 United States Service
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2
2Xerox Services
Offerings
Technical Services
Whether your business is large or small, global or local, you can rely on Xerox Services or
dependable support and lexible service options.
From comprehensive network and so tware support, to 24/7 online assistance and quick,
responsive onsite coverage, you can count on us or a variety o service options to meet your
needs. And every option is backed by a team o experienced support personnel who are
equipped with the latest skills, tools and technology.
Full Service Maintenance Agree ent
A Xerox Full Service Maintenance Agreement (FSMA) maximizes your productivity and ensures
your investment in technology pays o . Standard service coverage hours are rom 8 A.M. until
5 P.M., Monday through Friday, excluding designated holidays.
A Xerox FSMA includes all parts, labor, so tware updates, maintenance and travel or your
product’s operating hardware and so tware. A 24x7 support sta to assist with your hardware
or so tware problem resolution, so tware version updates, hardware retro its and all diagnostic
licenses are also included. Additionally, our Pro essional Services provide access to ee-based
onsite System Analyst support. I Xerox cannot repair your product to ull working order, Xerox
will ensure you receive a comparable replacement product with an identical model or one with
comparable eatures and capabilities.
The FSMA is very lexible and can be customized in a number o ways:
Extended Shift FSMA. I you require a ter hours coverage and maximum uptime, this plan is
best or you. It provides you all the bene its listed above, plus expanded coverage with eight
di erent shi t coverage options based on the number o days per week and shi ts per day, up
to 24/7.
Xtend Agreement. This option is an excellent choice i you require holiday coverage and/or
unique, nonstandard coverage. It enables you to customize your FSMA to meet your mission-
critical needs, or example, i you need weekend coverage or a month or second-shi t
coverage or a week. To learn more about Xtend agreements, please contact your Customer
Service Engineer (CSE) or Field Manager o Technical Services.

Xerox Services O erings
10 United States Service
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Warranty
Xerox stands behind every product we sell. Some products (such as Phaser
®
printers) include
warranty support or covered repairs. For products that include warranty support, there are a
number o options associated with that support, such as:
•nsite – Provides help when you need it, where you need it in the most critical situations.
Telephone troubleshooting, plus any parts, labor or travel costs associated with printer
repair.
•Quick Exchange – O ers maximum value, eaturing overnight product replacement via
next-day air. Includes telephone trouble-shooting, plus all shipping charges prepaid by
Xerox.
•Depot Repair – A cost-e ective way to repair and have your original unit returned.
Telephone trouble-shooting, parts, labor, plus return shipping are included.
Ti e and Materials
In certain situations, you may require Xerox to provide service on a unit that is out o warranty,
has lapsed in service coverage or requires a repair which is excluded rom warranty or
contractual coverage. Should this occur, Xerox can provide onsite repair with labor and parts
billed per the event, with best-e ort response time. Access to telephone support, hardware and
so tware retro its, and online account management tools are not included. There is no
restriction on access to online support at www.xerox.com/support.
Xerox Productivity Plus
Xerox Productivity Plus (XPP) is a Customer Sel -Maintenance Program available on certain
production equipment. Through the XPP program, Xerox provides quali ied customers with the
supplies, documentation, support, and operator training required to per orm simple
diagnostics, routine maintenance tasks, and some repairs which ormerly had to be completed
by Xerox Services. On success ul completion o XPP training, your trained person receives a
mini-service manual and tool kit and is certi ied by a Xerox Services Trainer that he or she can
complete the program tasks. Using XPP, you can maintain better control o resources and job
scheduling by planning and scheduling basic maintenance at convenient times, rather than
waiting or a CSE. XPP is a productivity initiative or which the training can be at your location
or an agreed upon Xerox location. The option o training at your location a ords you the
added bene it o seeing your operator’s newly trained skills being applied to the product(s)
they will personally be using to build your business. To learn more about XPP, please contact
your CSE or Field Manager o Technical Services.

Xerox Services O erings
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CSE and Workgroup Metrics
Xerox Services organizes its Customer Service Engineer (CSEs) into unctional workgroups that
share knowledge and expertise on similar products and equipment. Team members enhance
their abilities through knowledge sharing and best practices. For continuous improvement and
ongoing skill development, Xerox monitors individual and workgroup per ormance in the
ollowing areas:
•Customer Satis action surveys which ollow the initial install and selected onsite service
events
•Equipment reliability
•Response Time
•Number o interrupted service calls as a percent o the total calls
•Each service call is closed with a process that documents the service event. This
in ormation is reviewed throughout Xerox Services’ support organizations to improve
uture support and service experiences or you.
Upti e
Uptime is the most critical element to you, our customer, so Xerox closely tracks equipment
uptime using a variety o measures and data sources. Customer Service Engineers capture and
transmit service data or each service event so that monthly reliability in ormation can be
calculated rom the national leet level down to the individual machines in your business.
Uptime is a key indicator o the reliability o our equipment and the level o service we deliver
to our customers. We measure our machine uptime percentage by dividing the actual available
machine time by the total available machine time based on contracted hours o service
coverage.
For example, i you have a 1x5 contract and your Xerox device had 3 hours o service
(downtime) during a given month, then your uptime would equal 98.2%:
(8 hrs / day) * (21 working days / month) = 168 working hrs / month
(168 working hrs – 3 downtime hrs) / 168 working hrs = 98.2% uptime

Xerox Services O erings
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Professional Support Services
The Pro essional Support Services organization provides competitively priced, ee-based
services o erings to generate superior technical and operational support to Xerox customers.
Whether you are looking or assistance setting up your new o ice printer or implementing a
more complex end-to-end solution, Pro essional Support Services can help you become more
productive and e icient. Our national group o systems analysts, customer trainers, and
advanced consultants can work with your sta to make your business operate at peak
e iciency through our Pro essional Services and Customer Training o erings.
To meet our customers’ requirements, Xerox Pro essional Support personnel are quali ied to
provide the ollowing services:
•Analyze operational needs and requirements
•Select, propose, and implement the right complement o hardware, so tware and services
o erings – a total solution
•Assist in optimizing processes and in realizing a positive ROI
•Deliver onsite training to enable users to operate equipment e ectively
•Ensure long-term customer satis action through continued pro essional support a ter the
initial sale and implementation
Syste s Analysts and Consultants
Pro essional Support Services analysts and consultants have a wealth o knowledge and
expertise to o er with our ull range o Xerox Production and O ice Systems. Our team o
experts is committed to delivering technical and operational support to you when analyzing
needs, selecting and implementing solutions, and optimizing processes. Our services are
grouped into ive categories:
1. Solution Planning
•Requirements de ined and demonstrated
•Document and process work low assessment
•Application de inition and migration planning
•Articulate “how” our solution integrates into your IT environment
2. Implementation Support
•Technical integration, training, and operation o your new Xerox equipment/solution
3. Production Color Seminars
•Design or Digital: help you optimize your documents or output to digital print devices
•Color Management Workshop – managing your color output
•Education courses or the Xerox iGen3
®
Digital Production Press and the iGen4™ Press
•Prepress color ile setup and operations

Xerox Services O erings
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4. Application Design and Development
•Design, develop, test, and deploy new and migrated document application
•Variable Data communications and printing
•Design Web Services in conjunction with new print applications
•Programming So tware – XML, Microso t Visual Basic
®
, Microso t Visual C++
®
, VIPP
®
•Diagnose and repair application issues
•Helpdesk
5. Xerox Solution Optimization
•Assessment: Current situation analysis and de inition o bottlenecks, FreeFlow
®
bene it
assessment
•Document work low assessment
•Design, implement, and test new work low or production process, Web store- ront setup,
database design, and integration
•FreeFlow
®
implementation
• Network Management: security so tware management, secure document delivery
network, programming services or so tware, and server integration, problem diagnosis
and repair
Custo er Trainers
From basic to more advanced solutions, our pro essional instructors are dedicated to teaching
your employees how to maximize the e ectiveness o your Xerox solutions. Ensuring your
employees are well-trained is an essential part o any solution implementation rom Xerox.
Our training o erings encompass several di erent methods or learning. We encourage hands-
on training sessions to ensure users take ull advantage o all machine eatures and unctions
designed to enhance your work low, increase productivity, and allow lexibility. The instructors
can work with you to support unique training requirements:
•Onsite training enhances the learning experience by giving users the opportunity to ask
questions and program jobs directly rom their Xerox printer
•Xerox acility training is also available to provide an alternative location or training i
needed
•Remote training sessions acilitated by a certi ied trainer provides learning via remote
technology o ering across multiple geographies. This is a mechanism used to receive
training in a cost e ective manner.
•Brainshark
®
learning so tware enables re resher training to be done on an as-needed basis
•Customized training is available to provide presentation/classroom style training and to
develop and deliver training to address speci ic applications and work lows
•Instructor-led re resher training is available or operators who need to be retrained on
eatures they are un amiliar with, as well as learning associated with advanced business
applications

Xerox Services O erings
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3
3Xerox Services
Modes of Support
At Xerox, we deliver support Where, When and How you need us:
•Online – easy, lexible, instant access
•On Call – live support, just a call away
•Onsite – responsive, highly trained, certi ied
Xerox has made signi icant investments in automating our support capabilities to ensure we
are providing you with the quickest solution to machine problems and answers to your support
questions. In act, we now resolve over 45% o customer problems online or on call – this
means that about hal the time, you are up and running without waiting or your Customer
Service Engineer (CSE).
Online
Online Support Assistant
Xerox has an award-winning online assistance plat orm available to you 24 hours a day, seven
days a week at www.xerox.com/support. It o ers you online interactive technical and
operational help or our products via our integrated and constantly updated knowledgebase.
Online assistance o ers the latest technical solutions and illustrated step-by-step operational
tips. This easy-to-use irst line o support gives you the help you need, when you need it.
Key eatures include:
•Searchable product support, How-To’s, FAQs
•Drivers and downloads
•Online documentation
•Tutorials
•Support or multiple languages
•Knowledgebase that is continually updated through our network o experts
•Customer Support Representatives
•Customer Service Engineers
•Systems Analysts
•Remote Support Engineers
•Design and Manu acturing Engineers
•70% success rate or customers seeking help online, which translates into immediate
answers and greater productivity.

Xerox Services Modes o Support
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MySupport
Xerox o ers a personalized portal or customers that have a Full Service Maintenance
Agreement, Lease or Rental Agreement. MySupport is a “secured” portal that uses a “single-
sign on.” The single-sign on allows you to access the MySupport portal and Account
Management tools without having to login twice. MySupport displays support and usage
content such as drivers, documentation, meter reads and supply levels iltered or the devices
you identi ied during the MySupport registration process.
The Dashboard can be customized to display content you deem most critical. Content is
displayed based on your historical usage (i.e., recent product views or drivers selected). Articles
and content such as Customer Bulletins can be segmented within the Dashboard allowing or
a delivery option speci ic to the product.
The Online Support Knowledgebase page allows you to save speci ic links to content you may
want to re erence o ten. Meter data and Device status is displayed within grids that can be
resized, removed and re-ordered to display only those columns that are o interest. MySupport
allows you to download any o the device data so you can customize reports using your own
reporting tool.
MySupport can be integrated into your private eCommerce portal allowing or a ull service
and support o ering. For more in ormation, please visit www.xerox.com/mysupport.
E ail
Recognizing everyone has di erent pre erences on how to engage with Xerox Support, Xerox
o ers email capabilities or both service and support requests.
It’s simple. Log onto www.xerox.com/support, select your product, then select the “Support”
link. Under the “Product Support Links”, you can select either “Email Xerox Support” or
“Request Onsite Service.”
Both links provide a orm to complete with each identi ying the expected response times. Once
the orm is completed and sent, you receive an automated response providing a case number.
The North American Customer Support Center, which receives the email, will dispatch a service
call in response to the “Request Onsite Service” email and will search the product
knowledgebase to provide a solution to you, then dispatch a service call in response to the
“Email Xerox Support” email.
Re ote Device Manage ent
Remote machine connectivity is the oundation or enhanced, proactive support. Many Xerox
devices can be con igured to transmit data that captures system settings, irmware versions,
retro it status, ault history, high- requency service items approaching replacement intervals,
readings rom paper path timing, heat and pressure sensors, image quality, registration and
alignment, and other engineering data. Availability o remote data or a customer’s system
enables Xerox to diagnose root causes quickly when problems occur, and to be proactive in
sensing when problems might be approaching. The remote data sent rom the device does not
contain any customer job content or personally identi iable in ormation, and is secure and
encrypted.

Xerox Services Modes o Support
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Xerox prInteract
®
Re ote Service Offerings
Xerox prInteract
®
Remote Service O erings combine regular online systems checks with Xerox
expertise to give you proactive comprehensive coverage that ensures maximum productivity
or production devices. Through secure online connections, Xerox prInteract
®
helps identi y
potential problems be ore they occur and provide ixes to your production-level printers or
maximum uptime. This service o ering includes:
• Quick and accurate diagnoses o problems
• Fast, online resolution o issues
• Ongoing data analysis to identi y potential problems
• Real-time recommendations to optimize overall machine per ormance
• Automated meter reads
*Xerox prInteract
®
Remote Service program is product-dependent and relies on an internet
connection to the device. Please visit www.xerox.com/printeract.
SMart eSolutions
SMart eSolutions is a suite o o erings that simpli ies the ownership and administration o
Xerox equipment. It includes free services o ered or the administration o metered billing
and supplies replenishment plans or networked equipment.
The SMart eSolutions suite includes:
•MeterAssistant
®
•SuppliesAssistant
®
•Maintenance Assistant
MeterAssistant
®
MeterAssistant
®
so tware automates the process o collecting and submitting meter reads or
tracking and billing o Xerox device usage. It eliminates the need or time-consuming end-user
involvement and ensures your meter reads are submitted to Xerox on time.
•Increases productivity. Once installed and activated, MeterAssistant
®
handles the entire
meter read process, reeing employees or other work.
•Improves accuracy. Since MeterAssistant
®
is reading directly rom the machine, not
estimating usage, you pay or what you actually use.
•nsures security. MeterAssistant
®
uses industry-standard Secure Socket Layer (SSL)
technology, making sure that your data is protected.

Xerox Services Modes o Support
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SuppliesAssistant
®
Available ree rom Xerox, SuppliesAssistant
®
so tware automatically orders supplies or your
Xerox output devices based on actual usage, eliminating the need to manually manage
supplies inventory.
•liminate ordering hassles. Since ordering is usage-based, you’ll always have resh supplies
available when you need them.
•Save time. Eliminates the need to manage supplies manually.
•Stay productive. Never run out o toner or ink again.
Maintenance Assistant
Maintenance Assistant o ers a ast (and ree) way to resolve potential issues and receive
assistance and automate the troubleshooting/repair process. It’s automatically enabled at the
time o installation on newer Xerox devices such as the WorkCentre
®
7655/7665/7675 Color
Multi unction products.
•Fast transmission of diagnostics data. Maintenance Assistant securely transmits device
data and history to Xerox, making it easier to see problems as soon as they happen.
•Faster resolution for field calls. When you do need to schedule a support call, CSEs will
already have your machine’s diagnostic data, helping them to resolve the problem more
quickly.
•Superior support. Our diagnostic routines combine with device data to enable
organizations to troubleshoot and resolve problems quickly.
SMart eSolutions Remote Service program is product-dependent and relies on an internet
connection to the device. Please visit www.xerox.com/smartesolutions.
On Call
For situations that need immediate personalized telephone support, you can call the North
American Customer Support Center (NACSC). Our team o over 600 pro essional and riendly
Customer Support Representatives (CSRs) provides one-to-one expert advice over the phone
during contracted hours o support.
First Level Support
Xerox North American Customer Support Center (NACSC). You can call the NACSC toll- ree
at 1-800-821-2797 or O ice and Production Equipment and 1-800-836-6100 or Phaser
®
and
Network Printers. Our goal is to answer within 90 seconds. A CSR answering your call reviews
the problem with you over the phone and will provide recommendations or immediate remote
resolution o the problem. Our skilled sta at the NACSC is able to solve up to 25 percent o all
calls remotely. I onsite service or escalation to second-level support is needed, these are
completed within your contracted hours o support.

Xerox Services Modes o Support
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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 ( or some products) as
necessary within contracted hours o support. They have access to Design Engineering or
escalation and the latest ixes to help you with complex problems or to help our CSEs restore
your equipment as quickly as possible. The goal or telephone response rom Level 2 is within a
minute or Production Equipment and ive minutes or O ice Products.
eCare
Xerox has a suite o tools called eCare that enable our Pro essional Services Analysts and
Remote Support Engineers (RSEs) live remote connections to user workstations (PC, Mac
®
,
UNIX
®
) or the Xerox user inter ace. This secure, encrypted transaction is initiated by the
customer, through a simple web inter ace while on the phone, and allows Xerox Support to
provide training and support at the point o need, enhancing the telephone interaction by
remotely observing your desktop and mouse movements. With your permission, Xerox support
personnel can also take control o your desktop to demonstrate complex application settings,
work lows, color correction, print driver options, etc. – greatly reducing the time required to
solve problems and potentially avoiding the delay o onsite support visits. The eCare solution
allows you to connect with the right experts anywhere in the Xerox world with a ew clicks o
the mouse.
Third Level Engineering Support
One o the truly unique aspects o Xerox Support is the use o Design Engineers to assist in
supporting our customers. Design Engineers are readily available to assist in the resolution o
escalated customer issues and to continue to improve the per ormance o every machine in
the ield.
The close relationship between our CSEs and Design Engineers allows issues to be discovered
at your site and be escalated to Design Engineers or an immediate product retro it.
Sometimes this discussion will lead to a next-generation improvement. For certain types o
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 manu acturer-certi ied team o 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 o coverage.

Xerox Services Modes o Support
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Xerox has developed a national service coverage planning model to optimize the size, location
and skills o our work orce with the level and quality o service we commit to our customers.
For onsite Customer Service Engineer response time, products are planned in the ollowing
general categories:
•Black and White Printers: 8 hours
•Color copiers / Multi unction Devices: 3.5 – 4 hours
•Color Entry Production: 2.5 hours
•Color Solid Ink: 4 hours
•Digital Black and White Copiers and Multi-Function Devices: 4 – 8 hours
•Mono Light Production: 3 – 4.5 hours
•Mono Production: 2 – 4 hours
•Color Production: 2 hours
•Continuous Feed: 2 hours
•Fax: 8 hours
•Wide Format: 6 – 8 hours
The above time rames represent the average onsite response time or these classes o
products. There may be exceptions within categories, based on product maturity, geographic
considerations, like rural or remote customer sites, or service provided through authorized
service delivery partners. Your Xerox Sales contact will provide response time delivery
speci ications based on the product mix o interest, your business locations, and speci ic
service level requirements.
Service Delivery Partners
Xerox may choose to use third parties to deliver service. These service delivery partners are
certi ied and trained to ensure they are success ul in maximizing product uptime and
delivering on service level agreements. They have access to all the same tools and re erence
in ormation as is available to Xerox’s Customer Service Engineers (CSEs), allowing them to
serve you better and keeping them up to date on Xerox products.
Xerox requires that each o its service delivery partners manage their Customer Service (CS)
personnel to the same rigid per ormance standards as Xerox CSEs. Service delivery partners
must consistently provide the high level o service you expect, and always use Xerox-
authorized parts or repairs.
Our use o service delivery partners has no impact on your maintenance and service
agreement. When you purchase a Xerox maintenance and service agreement, Xerox is involved
in the experience rom the time you place an initial service call until the time you are satis ied
with the repair, regardless o whether service is delivered by a Xerox CSE or a service delivery
partners’ CS personnel.
As one o the largest service organizations in the United States, we use service delivery
partners to enhance our direct employee delivery capability. Enabling service provider
capability ensures Xerox has appropriate resources in place to deliver responsive service, when
and where it is needed, across the United States.