Xerox 6180N Xerox Production DocuTech and DocuPrint Product Family Customer Se - Page 3

Service Maintenance The FSMA/PFSMA contract covers the product hardware and software. The Customer Service Engineer (CSE) provides FSMA/PFSMA support. The CSE may need to escalate to a Technical Specialist or Customer & Technical Support (C&TS) hotline to help isolate a problem between the product and your system environment. If the problem is determined to reside outside the FSMA/PFSMA covered product, the CSE involvement ends. Systems Analysts can provide post resolution support for your environment, but these services may be billable. During day, night, weekends or holidays, you have access to network and industry certified professionals leveraging the latest technologies to serve you best. Our service professionals are connected through Eureka - our interactive, global database of repair solutions and performance innovations - putting the latest information at the point of need. Online - Go to http://www.xerox.com/support for 24-hour support, with interactive technical and operational help via a dynamic database. Our site contains the latest technical solutions and step-by-step illustrated operational tips. On the Phone - For those situations when you need immediate personalized support, our Support Center Practices (SCP) certified Customer Welcome Center is available 24 hours a day. Our team of over 600 call center experts typically answers calls within 30 seconds and resolve many customer problems remotely without dispatching a technician. On Site - Xerox has thousands of certified service representatives nationally. Extensive ongoing training ensures that they know your equipment and requirements, and can support your needs. Level of Service - Average response times are based on product and volumes, so response times will vary. Our service contract explains in detail what you can expect from Xerox Service. Some FAQ's about Service & Product Uptime What is the role of the Key Operator and how important is it? The role of the trained Key Operator is critical to the performance/production of the equipment. A trained Key Operator can reduce service hours, increase uptime, and maximize productivity. By performing the recommended Customer maintenance you can be assured of maximum performance. For multiple shifts, the trained Key Operator is critical in maintaining scheduled production. How do I obtain additional Operator training in case of turnover, etc.? To arrange for this training, please contact your Sales Representative. Does my FSMA cover things such as network support, loading drivers, connectivity, etc.? Activities related to connecting to your network and printing from your network are not covered under your FSMA. Support for these services is offered on a cost-fee basis. Can I call for After-Hours Service if it is not covered under my FSMA? Yes- after-hours service is available at posted labor rates for service outside the contracted coverage hours. Are there any issues with running the product at its designated Duty Cycle? Yes, you will experience issues as the Xerox Production Docutech and Docuprint Product Family should not be operated at its maximum monthly print volume on a frequent basis. Please refer to "Maximizing your Productivity" section (above) DT/DP CSPD 06-01-09 Page 3 of 4