Xerox 098N02176 User Guide - Page 27

4 Process for Accessing Support 5 Service and Support Process Steps Xerox Services has an integrated service delivery operation with different modes of support. For many problems and questions, your first line of support will be our online assistance platform available to you 24 hours a day, seven days a week at www.xerox.com/support. It offers online interactive technical and operational help for our products via our integrated and constantly updated knowledgebase. Online Support Assistant offers the latest technical solutions and illustrated step-by-step operational tips. This easy-to-use first line of support gives you the help you need, when you need it. Placing a Service Call It is Xerox's goal to ensure you are totally satisfied. If online support does not resolve your problem, our simple closed-loop service call process has been designed to resolve any problems that may arise, or any issues you may have with regards to your Xerox product, to your satisfaction as quickly and effectively as possible. The steps in the service call process are as follows: • The process begins by placing a call to Xerox's North American Customer Support Center (NACSC) at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. The Customer Support Representative (CSR) who answers your call will ask you for the equipment serial number, as well as a contact name and phone number. The CSR will then assess your problem and, if possible, make recommendations to immediately resolve your problem remotely. • If remote resolution is not possible, the CSR will send an automatic page to a Customer Service Engineer (CSE) assigned to your area to alert him/her that a service call is required at your facility. • Within one hour of your call to the NACSC, the dispatched CSE will contact you or the contact person you have identified. At that time, the CSE will verify your contact name and phone number, verify the equipment issue, gather your requirements and provide an estimated arrival time. If possible, given the nature of your problem, the CSE may recommend clearance procedures or other steps for you to take in an effort to get your machine up and running. • Upon arrival at your site, the CSE will review the equipment issue with you and give you an estimate of the time required to repair your equipment. • The CSE will then repair your equipment. Xerox CSEs handle machine repair and maintenance during service using a Machine Maintenance Check List and Product Reliability Control Process to review, clean or replace items as needed. United States Service 27 User Guide