Xerox 098N02176 User Guide - Page 28

Process for Accessing Support • After completing these activities, the CSE will review the repairs made with you to ensure your satisfaction. Before closing a service call, CSEs document all activities that have been performed on the equipment in the service log, which is kept with the machine at all times. CSEs explain problems encountered and their root causes, while providing a description of the work performed on the equipment. They further outline steps you or your operators may take to prevent further downtime. In the event additional support is needed, CSEs initiate the Xerox Service Escalation Process. • If follow up is required, the CSE will work with you to establish a convenient follow-up date and time. Xerox Service Escalation Process Xerox provides many levels of technical support and resources to support our Customer Service Engineers (CSEs). • Workgroups. Xerox CSEs are structured into workgroups to better support you and each other. The workgroup structure provides a variety of "backups" for CSEs to ensure they are able to meet response time requirements, provide parts support, reach equipment problem resolution, or provide other needed assistance. • Product Technical Specialists (PTSs). If CSEs need assistance beyond what their workgroup is able to provide, they can call upon a PTS for assistance. PTSs are located in each Xerox Service Organization and are available to the CSEs for phone and onsite support. These resources provide first level field support for CSEs to resolve more difficult hardware issues. PTSs are part of Xerox's proven problem escalation process. • Remote Support Engineers (RSEs). RSEs provide second level support to our CSEs. Available via the phone and onsite (for some products) as necessary, RSEs have access to design engineering and the latest fixes to help our CSEs restore your machine as quickly as possible. • Product Design Engineers (PDEs). PDEs are available and ready to support the RSEs should the need arise. PDEs are the engineers who designed the products our CSEs are repairing. • Xerox Global Services Network. All levels of Xerox Service use our proprietary Xerox Global Service Network, an internet portal providing instant access to service information. It keeps CSEs up to date on software fixes, the latest product service news, technology updates and bulletins and provides question-and-answer discussion forums, libraries and product documentation updates which CSEs can upload to their laptops. • Eureka. Xerox CSEs also have access to Eureka, a unique Xerox database featuring the latest service tips and innovations. Updates and details regarding product fixes are included from all over the globe and are downloaded to each CSE's laptop. This proprietary database is constantly updated through validation by recognized subjectmatter experts. 28 United States Service User Guide