Xerox 098N02176 - Network Kit Print Server Bedienungsanleitung

Service User Guide: United States

January 2010

SERUG-01UA

Xerox

Services

United States Service

User Guide

Applies to:

Technical Services

Pro essional Support Services

Remote and Unassisted Support Services

, the sphere o connectivity design, FreeFlow

, iGen3

, iGen4™,

prInteract

, MeterAssistant

, SuppliesAssistant

, Phaser

, VIPP

, and WorkCentre

are trademarks o Xerox Corporation

in the United States and/or other countries.

Brainshark

is a registered trademark o Brainshark, Inc.

Facebook

is a registered trademark o Facebook, Inc.

Twitter

is a registered trademark o Twitter, Inc.

YouTube

is a registered trademark o Google, Inc.

Visual Basic

and Visual C++

are registered trademarks o Microso t, Inc.

UNIX

is a registered trademark o X/Open Company, Ltd.

Mac

is a registered trademark o Apple, Inc.

Printed in the United States o America.

Changes, technical inaccuracies, and typographic errors will be corrected in subsequent editions that are periodically

issued.

Document Version: 1.0 (January 2010).

United States Service 3

User Guide

Contents

Pre ace.......................................................................................................................5

The Value of Xerox Services.............................................................................................................. 5

How to Use This Docu ent.............................................................................................................. 5

What is Xerox Services?.............................................................................7

The Big Picture for Xerox Services ..................................................................................................7

Xerox Services O erings............................................................................9

Technical Services .................................................................................................................................9

Full Service Maintenance Agree ent ..............................................................................9

Warranty.................................................................................................................................... 10

Ti e and Materials ............................................................................................................... 10

Xerox Productivity Plus......................................................................................................... 10

CSE and Workgroup Metrics.............................................................................................. 11

Upti e........................................................................................................................................ 11

Professional Support Services ....................................................................................................... 12

Syste s Analysts and Consultants................................................................................. 12

Custo er Trainers.................................................................................................................. 13

Xerox Services Modes o Support ....................................................... 15

Online ...................................................................................................................................................... 15

Online Support Assistant..................................................................................................... 15

MySupport................................................................................................................................. 16

E ail............................................................................................................................................ 16

Re ote Device Manage ent........................................................................................... 16

Xerox prInteract

Re ote Service Offerings ............................................................. 17

SMart eSolutions .................................................................................................................... 17

On Call..................................................................................................................................................... 18

First Level Support.................................................................................................................. 18

Second Level Support........................................................................................................... 19

Third Level Engineering Support...................................................................................... 19

Onsite ...................................................................................................................................................... 19

Technical Services Onsite ................................................................................................... 19

Parts............................................................................................................................................. 21

Professional Support Services Onsite............................................................................. 21

Contents

4 United States Service

User Guide

4 Service Contact In ormation................................................................ 23

Avenues of Support ........................................................................................................................... 23

Hours of Operation................................................................................................................ 23

Web Portal................................................................................................................................. 23

Single Point of Contact........................................................................................................ 24

E ail Addresses...................................................................................................................... 25

Phone Nu bers ...................................................................................................................... 25

Social Media Contacts ......................................................................................................... 25

How to Contact Professional Support Services...................................................................... 26

Process or Accessing Support ............................................................. 27

Service and Support Process Steps.............................................................................................. 27

Placing a Service Call............................................................................................................ 27

Xerox Service Escalation Process.................................................................................................. 28

Case Priorities .......................................................................................................................... 29

Proble Severity Levels....................................................................................................... 29

Escalation Ti efra es........................................................................................................ 30

Survey Process...................................................................................................................................... 31

Survey Process for Online Support Assistant.............................................................. 31

Custo er Co plaints....................................................................................................................... 32

Custo er Relations Group................................................................................................. 32

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User Guide

Preface

The Value of Xerox Services

Service is a critical component in your decision to buy, your success with a product, and your

uture 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 eatures, unctions and bene its.

But your satis action goes beyond excellent products to excellent per ormance. And

per ormance only happens when excellent products are supported by excellent service that

helps you grow your business. The Xerox Services value proposition is simple to express:

Protect your investment – You are counting on your technology investments to pay dividends

or many years. With the Full Service Maintenance Agreement, Xerox Services protects your

technology investment and maximizes uptime.

Maximize Your Results – Your Xerox equipment is a tool or building better business…

provided that it is up and running. Perhaps the most undamental value we provide is the

reliability that allows you to maximize the use o your equipment and do great work as a

result.

Gain Peace of Mind – When you view your equipment purchase as the irst step in a new,

long-term relationship with Xerox—made stronger every day through the support o Xerox

Services—you gain unprecedented peace o mind.

How to Use This Docu ent

•This User Guide contains descriptions o the various support o erings provided by Xerox

Services, service contact in ormation, and the process or accessing support resources and

opening a support case.

•This User Guide is meant to be general in nature and does not attempt to describe all the

di erences between printers, o ice multi- unction devices, wide- ormat, production and

continuous eed products. Product-speci ic collaterals can be ound at: www.xerox.com.

•Material in this User Guide is not meant to, and shall not, supersede, take the place o or

become part o the terms and conditions agreed to in your Xerox Order Agreement, Xerox

Negotiated Agreement, Services and Solutions Agreement, Managed Service Agreement

or other written agreement between you and Xerox.

Pre ace

6 United States Service

User Guide

United States Service 7

User Guide

1What is Xerox Services?

Xerox Services is the organization that provides both assisted and unassisted Technical Service

(“break ix”) and Pro essional Support Services (analyst services and customer training) to

customers in the United States, Puerto Rico and Guam. We support two main types o

customers – those with direct service contract coverage, and those who are covered by

managed services agreements. We provide support or all sales channels rom direct to agents,

dealers and resellers, and service all industry segments rom graphic communications, to state

and local government, manu acturing, and high-technology.

The Big Picture for Xerox Services

•A dedicated service force here to support you

•Live technical help rom over 600 Customer Support Representatives (CSRs)

•24x7 illustrated nline Support knowledgebase that provides a benchmark 70%

success ul sel -help experience at www.xerox.com/support

•An internal global knowledge-sharing database called Eureka allowing in ormation to

be shared at the point o need providing answers quickly or problem resolution

•Customizable online experience that brings together all the tools you need to manage

your Xerox equipment

•Design and Field Engineering support onsite, i necessary

•nly 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 sta to deliver technical and operational support

•And many situations backed by the Xerox Total Satisfaction Guarantee

What is Xerox Services?

8 United States Service

User Guide

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User Guide

2Xerox Services

Offerings

Technical Services

Whether your business is large or small, global or local, you can rely on Xerox Services or

dependable support and lexible service options.

From comprehensive network and so tware support, to 24/7 online assistance and quick,

responsive onsite coverage, you can count on us or a variety o service options to meet your

needs. And every option is backed by a team o experienced support personnel who are

equipped with the latest skills, tools and technology.

Full Service Maintenance Agree ent

A Xerox Full Service Maintenance Agreement (FSMA) maximizes your productivity and ensures

your investment in technology pays o . Standard service coverage hours are rom 8 A.M. until

5 P.M., Monday through Friday, excluding designated holidays.

A Xerox FSMA includes all parts, labor, so tware updates, maintenance and travel or your

product’s operating hardware and so tware. A 24x7 support sta to assist with your hardware

or so tware problem resolution, so tware version updates, hardware retro its and all diagnostic

licenses are also included. Additionally, our Pro essional Services provide access to ee-based

onsite System Analyst support. I Xerox cannot repair your product to ull working order, Xerox

will ensure you receive a comparable replacement product with an identical model or one with

comparable eatures and capabilities.

The FSMA is very lexible and can be customized in a number o ways:

Extended Shift FSMA. I you require a ter hours coverage and maximum uptime, this plan is

best or you. It provides you all the bene its listed above, plus expanded coverage with eight

di erent shi t coverage options based on the number o days per week and shi ts per day, up

to 24/7.

Xtend Agreement. This option is an excellent choice i you require holiday coverage and/or

unique, nonstandard coverage. It enables you to customize your FSMA to meet your mission-

critical needs, or example, i you need weekend coverage or a month or second-shi t

coverage or a week. To learn more about Xtend agreements, please contact your Customer

Service Engineer (CSE) or Field Manager o Technical Services.

Xerox Services O erings

10 United States Service

User Guide

Warranty

Xerox stands behind every product we sell. Some products (such as Phaser

printers) include

warranty support or covered repairs. For products that include warranty support, there are a

number o options associated with that support, such as:

•nsite – Provides help when you need it, where you need it in the most critical situations.

Telephone troubleshooting, plus any parts, labor or travel costs associated with printer

repair.

•Quick Exchange – O ers maximum value, eaturing overnight product replacement via

next-day air. Includes telephone trouble-shooting, plus all shipping charges prepaid by

Xerox.

•Depot Repair – A cost-e ective way to repair and have your original unit returned.

Telephone trouble-shooting, parts, labor, plus return shipping are included.

Ti e and Materials

In certain situations, you may require Xerox to provide service on a unit that is out o warranty,

has lapsed in service coverage or requires a repair which is excluded rom warranty or

contractual coverage. Should this occur, Xerox can provide onsite repair with labor and parts

billed per the event, with best-e ort response time. Access to telephone support, hardware and

so tware retro its, and online account management tools are not included. There is no

restriction on access to online support at www.xerox.com/support.

Xerox Productivity Plus

Xerox Productivity Plus (XPP) is a Customer Sel -Maintenance Program available on certain

production equipment. Through the XPP program, Xerox provides quali ied customers with the

supplies, documentation, support, and operator training required to per orm simple

diagnostics, routine maintenance tasks, and some repairs which ormerly had to be completed

by Xerox Services. On success ul completion o XPP training, your trained person receives a

mini-service manual and tool kit and is certi ied by a Xerox Services Trainer that he or she can

complete the program tasks. Using XPP, you can maintain better control o resources and job

scheduling by planning and scheduling basic maintenance at convenient times, rather than

waiting or a CSE. XPP is a productivity initiative or which the training can be at your location

or an agreed upon Xerox location. The option o training at your location a ords you the

added bene it o seeing your operator’s newly trained skills being applied to the product(s)

they will personally be using to build your business. To learn more about XPP, please contact

your CSE or Field Manager o Technical Services.

Andere Xerox Drucker Handbücher

Xerox

Xerox Phaser 7760 Bedienungsanleitung

Xerox

Xerox Phaser 6300 Installations- und Benutzerhandbuch

Xerox

Xerox AltaLink B8045 Bedienungsanleitung

Xerox

Xerox Phaser 8860 Betriebsanleitung

Xerox

Xerox Phaser 3052 Betriebsanleitung

Xerox

Xerox 4400N - Phaser B/W Laser Printer Bedienungsanleitung

Xerox

Xerox 8500N - Phaser Color Solid Ink Printer Bedienungsanleitung

Xerox

Xerox ColorQube 8570 Series Betriebsanleitung

Xerox

Xerox Nuvera 100 Handbuch

Xerox

Xerox Phaser 8200 Bedienungsanleitung

Xerox

Xerox DocuPrint N2125 Bedienungsanleitung

Xerox

Xerox Phaser 8200 Bedienungsanleitung

Xerox

Xerox 6360V_DN Bedienungsanleitung

Xerox

Xerox DOCUCOLOR 12 Montageanleitung

Xerox

Xerox Phaser 4510 Betriebsanleitung

Xerox

Xerox Phaser 6360 Bedienungsanleitung

Xerox

Xerox Phaser 7100 Bedienungsanleitung

Xerox

Xerox Color 1000 Press Bedienungsanleitung

Xerox

Xerox PHASER 6140 Betriebsanleitung

Xerox

Xerox 8400N - Phaser Color Solid Ink Printer Bedienungsanleitung

Xerox

Xerox Phaser 7400 Bedienungsanleitung

Xerox

Xerox Phaser 860 Bedienungsanleitung

Xerox

Xerox PHASER 6250 Service-Handbuch

Xerox

Xerox Phaser 4500 Bedienungsanleitung

Beliebte Drucker Handbücher anderer Marken

Canon

Canon i70 Series Bedienungsanleitung

Evolis

Evolis Elypso Bedienungsanleitung

Kyocera

Kyocera FS-9530DN Bedienungsanleitung

Canon

Canon LASER SHOT LBP-1210 Bedienungsanleitung

Samsung

Samsung BIXOLON SRP-350plusF Bedienungsanleitung

Canon

Canon PIXMA PRO-1 Series Bedienungsanleitung

Canon

Canon PIXMA G3560 Einrichtungshandbuch

Dell

Dell Color Laser Printer 2130cn Bedienungsanleitung

Tektronix

Tektronix Phaser 840 Bedienungsanleitung

Brother

Brother 1440 - HL B/W Laser Printer Kurzanleitung

Fuji Xerox

Fuji Xerox DocuPrint P375 dw Bedienungsanleitung

WOOSIM

WOOSIM PORTI-S30 Bedienungsanleitung

Olivetti

Olivetti PG L2140 Bedienungsanleitung

Konica Minolta

Konica Minolta bizhub 224e Bedienungsanleitung

Canon

Canon LBP113w Bedienungsanleitung

Canon

Canon PRO-500 Series Einrichtungshandbuch

Epson

Epson ET-7750 Betriebsanleitung

Lexmark

Lexmark Infoprint 1332 Bedienungsanleitung