Xerox 098N02176 User Guide - Page 7

1 1 What is Xerox Services? Xerox Services is the organization that provides both assisted and unassisted Technical Service ("break fix") and Professional Support Services (analyst services and customer training) to customers in the United States, Puerto Rico and Guam. We support two main types of customers - those with direct service contract coverage, and those who are covered by managed services agreements. We provide support for all sales channels from direct to agents, dealers and resellers, and service all industry segments from graphic communications, to state and local government, manufacturing, and high-technology. The Big Picture for Xerox Services • A dedicated service force here to support you • Live technical help from over 600 Customer Support Representatives (CSRs) • 24x7 illustrated Online Support knowledgebase that provides a benchmark 70% successful self-help experience at www.xerox.com/support • An internal global knowledge-sharing database called Eureka allowing information to be shared at the point of need providing answers quickly for problem resolution • Customizable online experience that brings together all the tools you need to manage your Xerox equipment • Design and Field Engineering support onsite, if necessary • Only Xerox authorized parts which are stored locally and carried in service vehicles • Leveraging state-of-the-art wireless call-assignment technology with laptops and handheld devices • A direct service delivery model complemented by authorized Service Delivery Partners in certain geographies • Highly skilled professional systems analysts, consultants, and trainers working with your staff to deliver technical and operational support • And many situations backed by the Xerox Total Satisfaction Guarantee United States Service 7 User Guide