Xerox 098N02176 User Guide - Page 18

Xerox Services Modes of Support SuppliesAssistant® Available free from Xerox, SuppliesAssistant® software automatically orders supplies for your Xerox output devices based on actual usage, eliminating the need to manually manage supplies inventory. • Eliminate ordering hassles. Since ordering is usage-based, you'll always have fresh supplies available when you need them. • Save time. Eliminates the need to manage supplies manually. • Stay productive. Never run out of toner or ink again. Maintenance Assistant Maintenance Assistant offers a fast (and free) way to resolve potential issues and receive assistance and automate the troubleshooting/repair process. It's automatically enabled at the time of installation on newer Xerox devices such as the WorkCentre® 7655/7665/7675 Color Multifunction products. • Fast transmission of diagnostics data. Maintenance Assistant securely transmits device data and history to Xerox, making it easier to see problems as soon as they happen. • Faster resolution for field calls. When you do need to schedule a support call, CSEs 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 and relies on an internet connection to the device. Please visit www.xerox.com/smartesolutions. On Call For situations that need immediate personalized telephone support, you can call the North American Customer Support Center (NACSC). Our team of over 600 professional and friendly Customer Support Representatives (CSRs) provides one-to-one expert advice over the phone during contracted hours of support. First Level Support Xerox North American Customer Support Center (NACSC). You can call the NACSC toll-free at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. Our goal is to answer within 90 seconds. A CSR answering your call reviews the problem with you over the phone and will provide recommendations for immediate remote resolution of the problem. Our skilled staff at the NACSC is able to solve up to 25 percent of all calls remotely. If onsite service or escalation to second-level support is needed, these are completed within your contracted hours of support. 18 United States Service User Guide