Xerox 098N02176 User Guide

Xerox 098N02176 - Network Kit Print Server Manual

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  • Xerox 098N02176 | User Guide - Page 1
    Service User Guide: United States January 2010 SERUG-01UA Xerox® Services United States Service User Guide Applies to: Technical Services Professional Support Services Remote and Unassisted Support Services
  • Xerox 098N02176 | User Guide - Page 2
    ®, the sphere of connectivity design, FreeFlow®, iGen3®, iGen4™, prInteract®, MeterAssistant®, SuppliesAssistant®, Phaser®, VIPP®, and WorkCentre® are trademarks of Xerox Corporation in the United States and/or other countries. Brainshark® is a registered trademark of Brainshark, Inc. Facebook® is
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    is Xerox Services 7 The Big Picture for Xerox Services 7 2 Xerox Services Offerings 9 Technical Services ...9 Full Service Maintenance Agreement 9 Warranty...10 Time and Materials ...10 Xerox Productivity Plus...10 CSE and Workgroup Metrics 11 Uptime...11 Professional Support Services ...12
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    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 4 United States Service User Guide
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    of the various support offerings provided by Xerox Services, service contact information, and the process for 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 differences between printers, office multi
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    Preface 6 United States Service User Guide
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    quickly for problem resolution • Customizable online experience that brings together all the tools you need to manage your Xerox equipment • Design and Field Engineering support onsite, if necessary • Only Xerox authorized parts which are stored locally and carried in service vehicles • Leveraging
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    What is Xerox Services? 8 United States Service User Guide
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    to assist with your hardware or software problem resolution, software version updates, hardware retrofits and all diagnostic licenses are also included. Additionally, our Professional Services provide access to fee-based onsite System Analyst support. If Xerox cannot repair your product to full
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    Xerox Services Offerings Warranty Xerox stands behind every product we sell. Some products (such as Phaser® printers) include warranty support for covered repairs. For products that include warranty support, there are a number of options associated with that support, such as: • Onsite - Provides
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    calls as a percent of the total calls • Each service call is closed with a process that documents the service event. This information is reviewed throughout Xerox Services' support organizations to improve future support and service experiences for you. Uptime Uptime is the most critical element
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    Support Services The Professional Support Services organization provides competitively priced, fee-based services offerings to generate superior technical and operational support to Xerox customers. Whether you are looking for assistance setting up your new office printer for the Xerox iGen3® Digital
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    network, programming services for software, and server integration, problem diagnosis and repair support unique training requirements: • Onsite training enhances the learning experience by giving users the opportunity to ask questions and program jobs directly from their Xerox printer • Xerox
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    Xerox Services Offerings 14 United States Service User Guide
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    to machine problems and answers to your support questions. In fact, we now resolve over 45% of customer problems online or on call - this means that about half the time, you are up and running without waiting for your Customer Service Engineer (CSE). Online Online Support Assistant Xerox has
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    product knowledgebase to provide a solution to you, then dispatch a service call in response to the "Email Xerox Support" email. Remote Device Management Remote machine connectivity is the foundation for enhanced, proactive support. Many Xerox devices can be configured to transmit data that captures
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    -level printers for maximum uptime. This service offering includes: • Quick and accurate diagnoses of problems • Fast, online resolution of issues • Ongoing data analysis to identify potential problems • Real-time recommendations to optimize overall machine performance • Automated meter reads *Xerox
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    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
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    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
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    with the level and quality of service we commit to our customers. For onsite Customer Service Engineer response time, products are planned in the following general categories: • Black and White Printers: 8 hours • Color copiers / Multifunction Devices: 3.5 - 4 hours • Color Entry Production
  • Xerox 098N02176 | User Guide - Page 21
    years. Xerox will notify its customers with Service Contracts well in advance of when a product will no longer receive technical service or support. Also, online knowledgebase support continues beyond the end of support date. Professional Support Services Onsite Professional Support Services are
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    Xerox Services Modes of Support 22 United States Service User Guide
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    service at your site as soon as possible. The Xerox Customer Support Representative (CSR) answering your call will be able to help you solve many common problems Technical Services. Web Portal The Support and Drivers link on www.xerox.com/support offers several avenues to contact support giving you
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    and 1-800-836-6100 for Phaser® and Network Printers. The Customer Support Representative will simply need the serial number of the device in question. Soon, users of MySupport on www.xerox.com will be able to check the status of their service requests online. 24 United States Service User Guide
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    titled "Email Xerox Support" and "Request Onsite Service." Both links provide email request forms which will be submitted to the North American Customer Support Centers for action. Phone Numbers Service Supplies Parts Sales Customer Education Customer Relations Phaser® and Network Printers: 1-800
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    Representative who will connect you with the local analyst, Manager of Technical Support Services or other appropriate personnel in Professional Services. • If your Sales Representative is not available, just call 1-800-ASK-XEROX, ext. 773. After we gather your basic information, we will connect you
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    steps in the service call process are as follows: • The process begins by placing a call to Xerox's North American Customer Support Center (NACSC) at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. The Customer Support Representative (CSR) who
  • Xerox 098N02176 | User Guide - Page 28
    located in each Xerox Service Organization and are available to the CSEs for phone and onsite support. These resources provide first level field support for CSEs to resolve more difficult hardware issues. PTSs are part of Xerox's proven problem escalation process. • Remote Support Engineers (RSEs
  • Xerox 098N02176 | User Guide - Page 29
    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 intervention is needed to maintain productivity • Non-critical integrity defect United States Service 29 User Guide
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    Xerox Service and Support personnel are trained to respond with an appropriate level of urgency, based on the level of severity of your problem. remote support methods) with the probability that an extra level of support will be needed from headquarters. 30 United States Service User Guide
  • Xerox 098N02176 | User Guide - Page 31
    satisfaction level with the various steps in the Service Call Process. Xerox sends customer satisfaction surveys randomly. They are based incremental process improvements that support your business needs. Survey Process for Online Support Assistant Xerox collects the Voice of Service 31 User Guide
  • Xerox 098N02176 | User Guide - Page 32
    Process for Accessing Support Customer Complaints Customer Relations Group Built into every Xerox-customer relationship are a number of ways to gauge your satisfaction with our products, services, solutions, and performance. Xerox works closely with every account to make sure your business needs and
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Service User Guide: United States
January 2010
SERUG-01UA
Xerox
®
Services
United States Service
User Guide
Applies to:
Technical Services
Professional Support Services
Remote and Unassisted Support Services