Xerox 098N02176 User Guide - Page 20

Xerox Services Modes of Support Xerox has developed a national service coverage planning model to optimize the size, location and skills of our workforce with the level and quality of service we commit to our customers. For onsite Customer Service Engineer response time, products are planned in the following general categories: • Black and White Printers: 8 hours • Color copiers / Multifunction Devices: 3.5 - 4 hours • Color Entry Production: 2.5 hours • Color Solid Ink: 4 hours • Digital Black and White Copiers and Multi-Function Devices: 4 - 8 hours • Mono Light Production: 3 - 4.5 hours • Mono Production: 2 - 4 hours • Color Production: 2 hours • Continuous Feed: 2 hours • Fax: 8 hours • Wide Format: 6 - 8 hours The above timeframes represent the average onsite response time for these classes of products. There may be exceptions within categories, based on product maturity, geographic considerations, like rural or remote customer sites, or service provided through authorized service delivery partners. Your Xerox Sales contact will provide response time delivery specifications based on the product mix of interest, your business locations, and specific service level requirements. Service Delivery Partners Xerox may choose to use third parties to deliver service. These service delivery partners are certified and trained to ensure they are successful in maximizing product uptime and delivering on service level agreements. They have access to all the same tools and reference information as is available to Xerox's Customer Service Engineers (CSEs), allowing them to serve you better and keeping them up to date on Xerox products. Xerox requires that each of its service delivery partners manage their Customer Service (CS) personnel to the same rigid performance standards as Xerox CSEs. Service delivery partners must consistently provide the high level of service you expect, and always use Xeroxauthorized parts for repairs. Our use of service delivery partners has no impact on your maintenance and service agreement. When you purchase a Xerox maintenance and service agreement, Xerox is involved in the experience from the time you place an initial service call until the time you are satisfied with the repair, regardless of whether service is delivered by a Xerox CSE or a service delivery partners' CS personnel. As one of the largest service organizations in the United States, we use service delivery partners to enhance our direct employee delivery capability. Enabling service provider capability ensures Xerox has appropriate resources in place to deliver responsive service, when and where it is needed, across the United States. 20 United States Service User Guide