Xerox 098N02176 User Guide - Page 23

Service Contact 4 Information Avenues of Support Every avenue of attaining Xerox Service is tied together through a series of sophisticated communication processes. The collective knowledge of the organizations and people of Xerox is tremendous. By facilitating rapid and constant communications, Xerox Services can bring you information that is timely and insightful. Hours of Operation Our award-winning Online Support Assistant is available 24/7 at www.xerox.com/support. The content in each product knowledgebase is continually updated to provide solutions quickly and conveniently. You can place a service call to the North American Customer Support Center (NACSC) 24 hours a day, seven days a week, 365 days per year. Our standard FSMA provides onsite assistance to you from 8 A.M. to 5 P.M., local time, excluding designated holidays. If your service call is placed outside of the hours designated for onsite service, it is logged and the local Customer Service Engineer (CSE) is notified first thing, the next business day, so he or she can provide service at your site as soon as possible. The Xerox Customer Support Representative (CSR) answering your call will be able to help you solve many common problems quickly and easily over the phone. Should your organization's needs require you to contract with Xerox for extended maintenance service, Xerox provides onsite support for designated products available 24/7. Additionally, Xerox service contracts are extremely flexible. We will work with you to create a customized Xtend service coverage model that meets your specific needs, for example, second shift coverage for a week or holiday coverage for a mission-critical production period. To learn more about Xtend agreements, please contact your CSE or Field Manager of Technical Services. Web Portal The Support and Drivers link on www.xerox.com/support offers several avenues to contact support giving you the option to choose your preferred channel. Within each of the product support pages are links to the "Email Xerox Support" form, "Request Onsite Service" form or to the "Contact Xerox Support" phone numbers. United States Service 23 User Guide