Xerox 098N02176 User Guide - Page 15

3 Xerox Services 3 Modes of Support At Xerox, we deliver support Where, When and How you need us: • Online - easy, flexible, instant access • On Call - live support, just a call away • Onsite - responsive, highly trained, certified Xerox has made significant 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 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 an award-winning online assistance platform available to you 24 hours a day, seven days a week at www.xerox.com/support. It offers you online interactive technical and operational help for our products via our integrated and constantly updated knowledgebase. Online assistance offers the latest technical solutions and illustrated step-by-step operational tips. This easy-to-use first line of support gives you the help you need, when you need it. Key features include: • Searchable product support, How-To's, FAQs • Drivers and downloads • Online documentation • Tutorials • Support for multiple languages • Knowledgebase that is continually updated through our network of experts • Customer Support Representatives • Customer Service Engineers • Systems Analysts • Remote Support Engineers • Design and Manufacturing Engineers • 70% success rate for customers seeking help online, which translates into immediate answers and greater productivity. United States Service 15 User Guide