Xerox 098N02176 User Guide - Page 30

Process for Accessing Support Severity 3: Moderate. Your system is up, but production capability is reduced. Indicators include: • Inability of a non-critical application to run • Continuing, but infrequent, operational intervention is needed • Non-critical product feature or function does not work Severity 4: Low Impact. Your system is up, with no significant impact to production. Indicators include: • Lack of indication for Severity 1-3 Escalation Timeframes Xerox Service and Support personnel are trained to respond with an appropriate level of urgency, based on the level of severity of your problem. Escalation from a Level 1 CSR to either onsite CSE dispatch, or to Level 2 Remote Support Engineer for next-level telephone support occurs immediately once the CSR has determined that their own knowledge and skill levels or the information in the global knowledgebase cannot resolve your problem. Also, using the Customer Communication Process described above, you can request more immediate escalation. The same is true for onsite problem resolution by your CSE. Once the CSE determines that additional technical support is needed to resolve your problem, he or she will immediately contact a local Product Technical Specialist, or call the Technical Support Center for help from a Remote Support Engineer. For technical problems which are highly complex and where onsite engineering support may be needed, the local service team will work with Level 2 Remote Support Engineers and Level 3 Design Engineers to determine the best course of action to bring your system back to its full capability. They will balance the need to give local resources the chance for a quick solve (including remote support methods) with the probability that an extra level of support will be needed from headquarters. 30 United States Service User Guide