Xerox 098N02176 User Guide - Page 24

Service Contact Information The Level of Service for the email forms is: • Request for Support: within 4 hours from the time the email was received to the time when you should receive a confirmation email with the next steps identified. • Onsite Service Request: within 1 hour from the time the email was received to the time when you should receive a confirmation email with the next steps identified including a case number and onsite initiation information. Support Requests are handled by the NACSC. They are researched and responses provided with possible solutions from the product knowledgebase. Communication and collaboration are continued through to resolution. The Onsite Service Requests are also handled by the NACSC. The Customer Support Representative (CSR) initiates the call if the knowledgebase responds that a specific problem requires that a service request should be initiated. The CSR also responds to the customer with possible solutions. If the recommended solution resolves your issue, the Service Request is cancelled. The "Single Point of Contact" section describes the call to the NACSC, as well as more detail around the knowledge of the CSRs and the use of the global knowledgebase. Single Point of Contact The North American Customer Support Centers (NACSCs) are the single focal point of contact for customers to call for all Xerox products and services, regardless of the nature of the problem. The CSCs provide responsive and effective phone support, technical problem management, and problem resolution to customers with contractual support agreements. By providing these services, Xerox improves your system utilization, thereby delivering improved productivity. The North American Customer Support Center supports all Xerox customers 365 days a year, handling 5.5 million calls annually and approximately 22,000 calls per day. Any customer who calls a center is guaranteed problem resolution or complete assistance in helping to solve a problem. This is called "The Call Quality Guarantee." All the CSRs have been trained in this process to ensure the highest levels of customer satisfaction. Call Escalation: CCP Another process used by the NACSC is the Customer Communication Process (CCP). If you have spoken with a Customer Support Representative and he or she has done everything they can and you are unhappy or dissatisfied, the CCP process allows the CSR to escalate the call to the appropriate Region Manager of Customer Service to ensure higher level of management is aware of your needs for resolution. Checking Status of Service Requests You can check the status of your Xerox service requests by calling the North American Customer Support Center at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. The Customer Support Representative will simply need the serial number of the device in question. Soon, users of MySupport on www.xerox.com will be able to check the status of their service requests online. 24 United States Service User Guide