Xerox 098N02176 User Guide - Page 9

2 Xerox Services 2 Offerings Technical Services Whether your business is large or small, global or local, you can rely on Xerox Services for dependable support and flexible service options. From comprehensive network and software support, to 24/7 online assistance and quick, responsive onsite coverage, you can count on us for a variety of service options to meet your needs. And every option is backed by a team of experienced support personnel who are equipped with the latest skills, tools and technology. Full Service Maintenance Agreement A Xerox Full Service Maintenance Agreement (FSMA) maximizes your productivity and ensures your investment in technology pays off. Standard service coverage hours are from 8 A.M. until 5 P.M., Monday through Friday, excluding designated holidays. A Xerox FSMA includes all parts, labor, software updates, maintenance and travel for your product's operating hardware and software. A 24x7 support staff to assist with your hardware or software problem resolution, software version updates, hardware retrofits and all diagnostic licenses are also included. Additionally, our Professional Services provide access to fee-based onsite System Analyst support. If Xerox cannot repair your product to full working order, Xerox will ensure you receive a comparable replacement product with an identical model or one with comparable features and capabilities. The FSMA is very flexible and can be customized in a number of ways: Extended Shift FSMA. If you require after hours coverage and maximum uptime, this plan is best for you. It provides you all the benefits listed above, plus expanded coverage with eight different shift coverage options based on the number of days per week and shifts per day, up to 24/7. Xtend Agreement. This option is an excellent choice if you require holiday coverage and/or unique, nonstandard coverage. It enables you to customize your FSMA to meet your missioncritical needs, for example, if you need weekend coverage for a month or second-shift coverage for a week. To learn more about Xtend agreements, please contact your Customer Service Engineer (CSE) or Field Manager of Technical Services. United States Service 9 User Guide