Xerox® Service Call Management Process for the Reseller Channel

Xerox® Service Call Management Process for the Reseller Channel

The Value of Xerox Technical ServicesService is a critical component in your client’s decision to buy Xerox brand products, helping to ensure productive use of the technology, future patronage, and loyalty. We have always had one goal in mind—to put superior service and support behind your Xerox solution. There’s little question that Xerox products are outstanding… with industry-leading technology in their features, functions and benefits.

A client’s satisfaction goes beyond excellent products to excellent performance, and performance only happens when those products are supported by excellent service that helps you grow your business. The Xerox Technical Services value proposition is simple to express:

Protect your client’s investment — Clients count on their technology investments to pay dividends for many years. Xerox Technical Services protects their technology investment and maximizes uptime.

Maximize Your Results — Your client’s Xerox equipment is a critical tool for building better business. As a result, the fundamental value we provide is the reliability that enables them to maximize equipment uptime so they can do great work.

Gain Peace of Mind — When your client views their equipment purchase as the first step in a new, long-term relationship with you as their Trusted Advisor—made stronger every day through the support of Xerox Technical Services—they gain unprecedented peace of mind.

Provide Flexible Service Options — Your client has the power of choice for service delivery. They may obtain service directly from Xerox,1 or work with a preferred Authorized Service Provider.2

How to Use This DocumentThis Xerox Service Call Management Process is intended to provide our valued Reseller Channel Partners and their clients with a general overview of the step-by-step process to obtain support and on-site service on eligible Xerox devices covered by a Xerox warranty, service agreement, or Managed Print Services agreement. For additional information, please refer to the terms and conditions set forth in the applicable Xerox service agreement: office.xerox.com/services/warranty_terms.html

Xerox Service Call Management Process for Reseller Channel Customers*Step 1. Placing the call to the Xerox Service and Support Center3

Call toll-free 1-800-835-6100 and follow the prompts for Technical Support and Service. Please have the device serial number and key contact name, device location, and phone number available. When you or your client contacts Xerox with a service issue, a Customer Support Representative (CSR) will first work with you to resolve your issue over the phone. Our representatives have access to detailed troubleshooting guidelines for all models of Xerox products, supporting a remote solve rate approaching 60%. If a representative is unable to resolve the issue by phone, he or she will initiate a Service Request for an on-site service visit.4

Step 2. On-Site Visit ScheduledWhen a Service Request is initiated, a highly trained Customer Service Engineer (CSE) will be scheduled to visit your location at a time that is convenient for you. Xerox uses advanced tools and processes to optimize a service delivery result that considers your contractual Service Level Agreement, the purpose for the service call (repair, installation or other maintenance) and level of urgency.3 Note: If the CSE is not able to make contact with the client, he/she will leave a voice mail with instructions to contact us to confirm the scheduled service call. Failure to respond to the voice mail will stop the call process. Once the on-site service call is scheduled, you can expect the following prior to their arrival:

Equipment uptime means business uptime — that’s why keeping your client’s equipment up and running is our number one priority. Xerox has invested in processes and technologies to help resolve your customer’s issues online, on call or on-site.

2 Xerox Service Call Management Process for the Reseller Channel

• Communicate the Arrival Time Window After an on-site service call is scheduled, you will be provided an arrival time window. The arrival time window is an estimate of the earliest and latest times a CSE can be expected to arrive at your location.

• Alert the Customer Service Engineer A CSE is contacted once a service call is initiated. Since the engineer has extensive training on your specific equipment, he or she may contact you first by phone to try and resolve your problem remotely or collect specific information regarding the service issue. In some instances, the CSE is successful in resolving your issue without the need for an on-site visit. You will be contacted by a Scheduling Specialist if any changes occur to your scheduled arrival time window. If you need to reconfirm an arrival time, the Specialist will be able to verify where your call is on the schedule.

• Dispatch the Customer Service Engineer Our scheduling system continually updates and re-optimizes the schedule as other service calls are received and completed. This enables us to provide the best level of service possible. Shortly before the service call is scheduled for travel, the CSE receives a dispatch notification on his or her smartphone. This notification alerts the engineer of the next scheduled call.

Step 3. CSE Arrives On SiteAs soon as the CSE is ready to travel to your location, he or she will call you. The CSE may ask some additional questions so that they can arrive with all the right parts to perform the service required. The CSE will contact you upon their arrival. After the work is performed, you will be provided a work summary. If it is not possible to complete the service during this visit, your CSE will work with you to schedule an acceptable time to return and complete the work.

Service Availability and Hours of OperationXerox Service and Support Center hours of operation are Monday through Friday 8am through 8pm Eastern Time (excluding Xerox holidays). The principle period for on-site service is Monday through Friday 8am through 5pm local time (excluding Xerox holidays). Web support is available 24/7 at: support.xerox.com/support/enus.html

Service Response ExpectationOn-site Service Response times will vary depending on device class and customer location. Refer to the following table for Target Response, by model.

Target Response Time by Model

Xerox Color Printer Models Target Response

Phaser® 6120, 6125, 6130, 6140, 6180, 6280, 6350, 6360, 6500, 6600, 7100, 7400, 7500, 7750, 7760, 7800, 8550, 8560, 8860, ColorQube® 8570/8870

Next Business Day

Phaser 6010, 6110WorkCentre® 6015

Quick Exchange Only

Xerox Monochrome Printer Models Target Response

Phaser 3320, 3500, 3600, 4500, 4510, 4600/4620, 5500, 5550 Next Business Day

Phaser 3124/3125, 3150, 3250 Quick Exchange Only

Xerox Standard Multifunction Product Models Target Response

CopyCentre® C118, C123/128, 133, C20, WorkCentre M118/118i, 133, M15, M20, M24, 3210/3220†, 3315/3325, 3550, 4118, 5222, 5225/5230, 5325/5330/5335, 6400, 6505, 6605, WorkCentre Pro M123/M128, Phaser 3100/3200/3300MFP,† 3635MFP, 6110MFP, 6115MFP, 6128MFP, 6180MFP, 8650MFP, 8860MFP, ColorQube 8700/8900

Next Business Day

Xerox Advanced Multifunction Product Models Average Response

WorkCentre 5135/5150, 5735/5740/5745/5755, 5845/5855, 7120, 7220/7225, 7125, 7132, 7232/7242, 7328/7335/7345/7346, 7425/7428/7435, 7525/7530/7535/7545/7556, 7830/7835/7845/7855, 4150, 4250, 4260, ColorQube 92xx and 93xx

4-hour‡

WorkCentre C2424, PE120 Next Business Day

Legend† Depot warranty standard (on-site service uplifts available)‡ 4-hour average response time is based on a rolling average over a 90-day rolling average for all customers. Response time is from service dispatch to onsite arrival to service equipment.

Xerox Service Call Management Process for the Reseller Channel 3

Xerox® Service Call Management Process for the Reseller Channel

* The process outlined in this document applies to standard, break-fix services for Advanced Office MFPs. While the process for Printers and Standard Office MFPs yields similar, outstanding results, there are some minor differences. Some Xerox Managed Print Services programs may also include the replacement of consumables or routine maintenance items (RMIs) and are orderable via the respective Customer Portal. If deemed user replaceable by Xerox, the on-site installation of these consumables or RMIs is not included in your coverage. Please refer to the respective service agreement and device documentation for a detailed description of covered and/or excluded items.

1 Xerox may use service delivery providers to deliver on-site service, primarily on Printers and Standard Office MFPs. These service providers receive the same training, use the same tools, and are managed to the same rigorous standards as Xerox Customer Service Engineers.

2 The Xerox Authorized Service Provider Program is available to our Resellers that choose to offer break-fix services to their clients, to clients who perform self-maintenance, and to Designated Third Party Maintainer service providers chosen by your client to perform their Xerox service. A Reseller can obtain information on becoming an ASP through office.xerox.com/resellers under “Partner Resources”, then the “Partner Programs” link. They can also email the ASP Program Managers through SPP.Partner.Escalations@xerox.com for Self Service Provider (SSP) and Designated Third Party Maintainer (DTPM) Programs information.

3 Select Xerox Managed Print Services programs may offer their clients the option to place service requests via online tools; therefore Step 1 may not be required. If an online service request is initiated, a Customer Support Representative (CSR) will call the key contact back to begin remote troubleshooting. Note: When using online tools please ensure that the appropriate key contact, phone, and best times to call are documented on the service request. This will help the CSR to make direct contact with the client to begin the support process.

4 Device must include Xerox on-site service coverage.

©2013 Xerox Corporation. All rights reserved. Xerox®, Xerox® and Design®, ColorQube®, CopyCentre®, Phaser®, and WorkCentre® are trademarks of Xerox Corporation in the United States and/or other countries. BR1837 SERBR-18UE

Call EscalationsXerox stands behind our products, services, solutions, and performance, and aims for your total satisfaction. If however, you need to escalate a call that may have not been handled to your satisfaction, please use the following process:

1. Call toll-free 1-800-835-6100 and follow the prompts for Technical Support/Service. Please have the device serial number and/or service call i.d. number available. The call center is responsible to ensure that your service issue has been addressed to your satisfaction.

If for any reason you are still not satisfied with your service experience:

2. The National Customer Relations Organization is available to assist you with any unresolved issues and can be reached during regular business hours by calling 1-877-XRX-THXU (1-877-979-8498). When a complaint is communicated to this organization your call is registered into our Customer Problem Resolution System, and one of our staff professionals is engaged to address the specific complaint. We guarantee a quick response in order to ensure cycle time and speed match your expectations for resolution. Local service and sales management are engaged as appropriate to ensure prompt resolution of any issues brought forward.

Questions? If you have additional questions, please contact your Xerox Partner Manager.