Xerox 098N02176 User Guide - Page 21

Xerox Services Modes of Support Parts Xerox uses only Xerox-authorized replacement parts in Xerox equipment. Our parts have proven high reliability standards and low defect rates. Parts Management Xerox uses cutting edge inventory management practices to ensure we are able to provide you with a high level of equipment reliability and uptime. All levels of inventory are replenished quickly to ensure parts are available. Our Customer Service Engineers (CSEs) report parts usage wirelessly after completing a call, and our systems automatically replace those parts each night. In the event your CSE does not have needed part(s) during a service call, they are supported by 60 local parts distribution centers and two national warehouses. These centers provide parts delivery by courier, directly to the point of need. Xerox stocks 95 percent of the most commonly used parts either with the CSE or at our local parts distribution centers. In the event that we do not have the part locally, we will normally obtain the part from our national warehouses within 24 hours. End of Support Except for some previously installed units, Xerox supports equipment for a minimum of five years after the date you acquire it. Historically, we have continued to support products well beyond five years. Xerox will notify its customers with Service Contracts well in advance of when a product will no longer receive technical service or support. Also, online knowledgebase support continues beyond the end of support date. Professional Support Services Onsite Professional Support Services are delivered according to your needs and convenience: • Onsite with a professional consultation team and/or individual analyst or trainer • At a Xerox Training Facility • Via teleconference, and/or centralized support center There services can be provided in several ways: • Customized project tailored to a customer's specific situation • Delivered on an hourly and per-day basis United States Service 21 User Guide