Xerox 098N02176 User Guide - Page 19

Xerox Services Modes of Support Second Level Support Remote Support Engineers (RSEs). Xerox RSEs provide second level support to both our customers and our CSEs. They are available via the phone and onsite (for some products) as necessary within contracted hours of support. They have access to Design Engineering for escalation and the latest fixes to help you with complex problems or to help our CSEs restore your equipment as quickly as possible. The goal for telephone response from Level 2 is within a minute for Production Equipment and five minutes for Office Products. eCare Xerox has a suite of tools called eCare that enable our Professional Services Analysts and Remote Support Engineers (RSEs) live remote connections to user workstations (PC, Mac®, UNIX®) or the Xerox user interface. This secure, encrypted transaction is initiated by the customer, through a simple web interface while on the phone, and allows Xerox Support to provide training and support at the point of need, enhancing the telephone interaction by remotely observing your desktop and mouse movements. With your permission, Xerox support personnel can also take control of your desktop to demonstrate complex application settings, workflows, color correction, print driver options, etc. - greatly reducing the time required to solve problems and potentially avoiding the delay of onsite support visits. The eCare solution allows you to connect with the right experts anywhere in the Xerox world with a few clicks of the mouse. Third Level Engineering Support One of the truly unique aspects of Xerox Support is the use of Design Engineers to assist in supporting our customers. Design Engineers are readily available to assist in the resolution of escalated customer issues and to continue to improve the performance of every machine in the field. The close relationship between our CSEs and Design Engineers allows issues to be discovered at your site and be escalated to Design Engineers for an immediate product retrofit. Sometimes this discussion will lead to a next-generation improvement. For certain types of technical problems, Design Engineering will work with the local service team to determine whether an onsite problem-solving visit by an engineer is required. Onsite Technical Services Onsite Xerox Services has a highly skilled independent and manufacturer-certified team of Customer Service Engineers (CSEs). Extensive ongoing training ensures that our CSEs know their customers' requirements and can support their needs. Standard Response Times Xerox measures onsite service response time as the time between your initial call to the North American Customer Support Center requesting service and the time when the Customer Service Engineer arrives at your site to repair your equipment. Response time is calculated based on contracted hours of coverage. United States Service 19 User Guide