What Do You Get for Your Money?

A Xerox Full Service Maintenance Agreement offers our Customers peace of mind. We strive to provide comprehensive Service Excellence, and would like to take this opportunity to explain some of the less obvious benefits of Customer Service from Xerox that sit behind the Service contract.

  • Remote Call Assistance to Maximise Your Machine Availability
  • One number for all service and consumables requirements
  • Technical assistance via the Internet for Customers with select product ranges
  • Immediate technical assistance over the telephone to get your equipment up and running
  • Our Agents access vast databases of Xerox product knowledge to resolve faults immediately
  • Innovative developments for direct remote access to your machine

Unrivalled Service Infrastructure

  • A national service force for consistency of practices and flexibility across boundaries
  • 1000+ Xerox-trained engineers
  • Response time commitment from call initiation
  • International sharing of technical knowledge via an industry award winning application
  • Extensive Investment in technology to minimise the time taken to service your machine
  • Full machine history to monitor performance via our support systems
  • High frequency parts are changed and full service activity performed at every call
  • Extensive Network to Drive First Time Fixes
  • Engineers vehicle and local stores stocked for 95% of parts requirements
  • 100 local parts stores, 1 Superstore and a vast network of couriers to ensure that parts can be delivered where needed
  • Next day delivery of spare parts from Venray in Holland
  • Unique Technical Escalation
  • A network of Area and National Technical Specialists to provide speedy resolution to complex faults
  • Direct link into Xerox European Product Specialists with a unique insight into technical solutions
  • A large number of product modifications and upgrades free of charge.

Software Support

  • A direct route to software experts with facilities to replicate your application environment for analysis and remote resolution
  • National network of Analysts to work a solution from your premises.
  • World-wide escalation routes to ensure a fast resolution.

Software licences

  • Diagnostic software enabling the fast identification of problems
  • (All diagnostic software remains the property of Xerox Ltd.  Use is restricted to Customers with full Service Maintenance Agreements, or organisations that have purchased a separate diagnostic licence from Xerox)

Consumables

  • All black toner and on line stapler wire (although this will vary by product and contract)
  • Internet ordering for additional convenience
  • Next day consumables delivery service for most UK locations.

Total Satisfaction Guarantee

  • The replacement of your machine for the same or similar model in age and value should you be dissatisfied with it in any way