Xerox 098N02176 User Guide - Page 29

Process for Accessing Support Case Priorities The objective of the North American Customer Support Center is to ensure your Xerox systems and software products are maintained in top operating condition to meet your need for higher levels of productivity. This commitment to your productivity is backed by a worldwide organization of highly trained support and engineering professionals who are linked globally by an advanced communication and information system. Our Support Center provides responsive and effective phone and electronic support, technical problem management and problem resolution to customers with contractual support agreements. By providing these, we improve your efficiency and system utilization, thereby delivering improved productivity. To achieve that, our systems and software support processes are based on these operating principles: • We maintain simple and explicit communication with you from the time a problem is reported until the time an acceptable solution is provided. A problem is only considered solved when you, the customer, say it is. Every contact with the Support Center is electronically tracked so we can perform regular reviews of support levels, communication quality and timing. • We solicit feedback on an ongoing basis. Through our Customer Satisfaction Measurement System, we get input directly from you. This lets us know specifically what we are doing well and where we need to improve. Xerox support personnel are extensively trained in the Problem Solving Process. The three major steps in this process are our roadmap for Problem Management and make the Support Partnership work effectively: • Problem identification and severity level • Solution planning and delivery • Solution implementation and log closure Problem Severity Levels Severity is based on your judgment of the impact the problem is having on your operation. Our partnership is based on both you and Xerox acting with the level of emphasis and turnaround time dictated by this severity level. There are four levels of severity: Severity 1: Catastrophic. Your system is down or you have no production capability. Indicators include: • Inability of a critical application to run • Frequency of failure precludes productive use • Critical integrity defect Severity 2: Severe. Your system is up, but production capability is seriously degraded. Indicators include: • Inability of a major application to run • Frequent operational intervention is needed to maintain productivity • Non-critical integrity defect United States Service 29 User Guide