Xerox 098N02176 User Guide - Page 10

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 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 - Offers maximum value, featuring overnight product replacement via next-day air. Includes telephone trouble-shooting, plus all shipping charges prepaid by Xerox. • Depot Repair - A cost-effective way to repair and have your original unit returned. Telephone trouble-shooting, parts, labor, plus return shipping are included. Time and Materials In certain situations, you may require Xerox to provide service on a unit that is out of warranty, has lapsed in service coverage or requires a repair which is excluded from warranty or contractual coverage. Should this occur, Xerox can provide onsite repair with labor and parts billed per the event, with best-effort response time. Access to telephone support, hardware and software retrofits, 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 Self-Maintenance Program available on certain production equipment. Through the XPP program, Xerox provides qualified customers with the supplies, documentation, support, and operator training required to perform simple diagnostics, routine maintenance tasks, and some repairs which formerly had to be completed by Xerox Services. On successful completion of XPP training, your trained person receives a mini-service manual and tool kit and is certified by a Xerox Services Trainer that he or she can complete the program tasks. Using XPP, you can maintain better control of resources and job scheduling by planning and scheduling basic maintenance at convenient times, rather than waiting for a CSE. XPP is a productivity initiative for which the training can be at your location or an agreed upon Xerox location. The option of training at your location affords you the added benefit of 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 of Technical Services. 10 United States Service User Guide