Xerox 098N02176 User Guide - Page 16

Xerox Services Modes of Support MySupport Xerox offers a personalized portal for customers that have a Full Service Maintenance Agreement, Lease or Rental Agreement. MySupport is a "secured" portal that uses a "singlesign 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 filtered for the devices you identified 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 for a delivery option specific to the product. The Online Support Knowledgebase page allows you to save specific links to content you may want to reference often. Meter data and Device status is displayed within grids that can be resized, removed and re-ordered to display only those columns that are of interest. MySupport allows you to download any of the device data so you can customize reports using your own reporting tool. MySupport can be integrated into your private eCommerce portal allowing for a full service and support offering. For more information, please visit www.xerox.com/mysupport. Email Recognizing everyone has different preferences on how to engage with Xerox Support, Xerox offers email capabilities for 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 form to complete with each identifying the expected response times. Once the form 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. Remote Device Management Remote machine connectivity is the foundation for enhanced, proactive support. Many Xerox devices can be configured to transmit data that captures system settings, firmware versions, retrofit status, fault history, high-frequency service items approaching replacement intervals, readings from paper path timing, heat and pressure sensors, image quality, registration and alignment, and other engineering data. Availability of remote data for 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 from the device does not contain any customer job content or personally identifiable information, and is secure and encrypted. 16 United States Service User Guide