Xerox N Series manual Total Satisfaction Services SM

Total Satisfaction ServicesSM		Services
An Easy Sell — Xerox Service Agreements	Identifying prospects
What are they?	Customers who benefit from Service
Xerox Service Agreements are a key part of	Agreements are those who:
our exemplary service program, which in a	•	Use their printer in mission-critical
recent customer satisfaction survey rated		environments
good to excellent overall by 97% of	•	Do not have backup equipment available
customers surveyed!	•	Need to accurately budget for repair
Think of a Xerox Service Agreement as a		expenses
	• Want to minimize the impact of downtime
promise…a promise that Xerox or an
		on operations
Authorized Service Provider (ASP) will provide
	•	Need to reduce waiting times for service
Xerox customers with toll-free* telephone
		response
support and on-site repair, if necessary
	•	Want to maximize productivity
(including all parts, labor, and travel) —
	•	Require access to factory-trained experts
all in a timely,** professional manner.
	•	Want the security and comfort of long-term
* Toll-free support may not be available through some ASPs.
		protection
** Next Business Day Response time is standard for most U.S.
customers. Response times are determined by the distance of
the customer’s location from the nearest authorized Xerox service	Promoting coverage
location (0-75 miles = Next Business Day; 76-150 miles = Second
Business Day; 151+ miles = Third Business Day).	A Xerox Service Agreement:
Easy resale options	•	Protects the customer’s hardware
		investment
The best Service Agreement for the cus-	•	Is the least expensive service choice over
tomer—and you—is the Extended On-Site		the life of the printer
Service Agreement. Ideally, it is purchased at	•	Guarantees a priority on-site response time
the time of the printer sale; it must be		(ahead of "time and materials" customers)
purchased within the first 90 days of printer	•	Maximizes productivity, thanks to a faster
ownership. The Extended On-Site Service		restore time
Agreement is available in one-, two-, or three-	•	Ensures unlimited, hassle-free, toll-free
year extensions.		telephone Technical Support
After the first 90 days of printer ownership (or	• Offers easy administration with a planned,
		one-time payment
at any time during the life of the printer),
	•	Brings security—the peace of mind of not
customers have the option to buy an Annual
		having any unexpected repair costs
On-Site Service Agreement. This Agreement
	•	Preserves the ability to exercise the Total
offers essentially the same benefits as the
		Satisfaction Guarantee
Extended On-Site Service Agreement but
at a premium price because of its delayed
purchase.
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