 |
|
|
|
|
|
|
> Home > Support > Services > Service Agreements
Service Agreements |
 |
Service Agreements are designed to get your product back up to speed as quickly as possible, covering telephone troubleshooting,
parts, labor and travel costs (where applicable).
Service Agreements offer a great way to predict total costs for all your printing support, making budgeting for the year a snap. |
|
|
 |
How can I buy Xerox Service? |
| |
Call your reseller and ask to purchase a Xerox Service Agreement. Upon purchase, you will
receive an Electronic Service Agreement that includes a link to validate your coverage. For additional information contact your
reseller, or call Xerox at 800-835-6100.
Learn more about eService (2 MB PDF)
|
|
What response time can I expect when I need service on a product covered by a Xerox Service Agreement? |
| |
Next day response is standard for most North American customers. Response times are determined by the distance of the customer's location from the nearest authorized Xerox service location (0 - 100 miles/0 - 161 Km = next business day; 101 - 150 miles/162 - 241 Km = second business day; 151+ miles/242 Km = third business day).
|
|
Why do I need coverage for my color product? |
| |
- To protect your hardware investment.
- Least expensive service option over life of product.
- Security: the peace of mind of not having any unexpected repair costs.
- It is far more complicated (and expensive) to repair color products than
black-and-white.
|
|
Why should I buy a Xerox Service Agreement at the time I purchase my new product rather than wait until my warranty ends? |
| |
- Advance purchase saves money — 10% to 30% depending on the model type.
- “New product” agreement pricing available for a limited time only.
- If you forget to purchase a Service Agreement before your current coverage expires,
an unexpected, expensive, and inconvenient “time and material” repair might be
necessary.
|
|
Is there an advantage to purchasing a multi-year agreement? |
| |
- SAVINGS — up to 30% annualized!
- Protection against future price increases.
- Eliminates the administrative hassle — and “need to remember” — of renewing.
- Long-term insurance against the unexpected.
|
|
Are there any restrictions on when, during the product’s life, I can purchase service? |
| |
Yes. If the product is not under an original product warranty or covered by a Xerox
Service Agreement, it must be in good working order prior to being covered by a
Service Agreement. That’s why it’s important to buy an agreement at the time of
product purchase rather than waiting for failure.
|
|
Who actually services the product? |
| |
Customers have a number of options for the delivery of telephone support and on-site
service for products covered by a Xerox Service Agreement, which include:
- Authorized Service Provider
- Designated Third Party Maintainer
- Xerox
|
|
If I don’t have a contract how can I get service? What is the cost? |
| |
If you do not have a Xerox Service Agreement you will need a billable service call:
- Labor: current rate/hr - 1/2 hour minimum.
- Travel: depending on zone.
- Parts: dependent on what part needs to be replaced.
- Response Time: best effort, but always prioritized behind warranty and Service
Agreement customers.
|
|
What is covered by my Xerox Service Agreement? |
| |
- Covered — all parts, labor, and travel. (where applicable)
- Not Covered — routine user maintenance (see operator manual), Customer Replaceable Consumables (CRC’s), and customer abuse or blatant misuse. Service Agreement Terms and Conditions can be reviewed on the Xerox web-site at: Xerox.com/Color_products/ and select “Services”.
|
|
How do I get service when I need it? |
| |
Either call your local Xerox Authorized Service Provider, Designated Third Party
Maintainer, or Xerox at 1-800-835-6100. Our telephone specialists may be able to solve
your problem immediately over the phone and restore you to full productivity. If not, they
will dispatch a Xerox technician, who will then call you to confirm an arrival time. |
All Service Agreements (except Conversions) are available in two forms:
Extended Service Agreements
Available within the first 90 days of product ownership, you save up to 28% by purchasing this type of agreement!
Annual Service Agreements
Purchase a Service Agreement after the first 90 days or renew an existing Service Agreement; you still get Xerox-approved technical product support in a single, easy to handle payment.
Service Offerings may vary by country: Please contact your your local Customer Support Center or Reseller for details.
|
| |
