Customer Service Agreement Exhibit B – Help Desk Services ...

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Services Defined As Of:
Service Component Work Process Descriptions
Help Desk Services – Xerox Branded Devices
Service Configuration Parameters
The Xerox Help Desk serves as a point of contact to receive, document, process, and track customer
requests for a variety of services related to Xerox branded equipment.
Service
Market
Code 1
XHD-
100
Hours of Service Availability
The established phone number will receive
requests during the hours of operation.
The Xerox Help Desk is available to receive and
process customer calls.
Help Desk Services will be available to the client
on the following days of the week: Monday
through Friday, from
am to pm local time.
Customer time zones supported:
XHD-
101
The following phone number shall be used to
request Help Desk services:
Asset Database – Xerox Branded Devices
Data is collected on the client’s Xerox Branded
assets that are covered by the Help Desk Service
and recorded in an asset database. This data is
used by the Help Desk Associate when processing
Service requests, to locate and identify relevant
assets and to disposition and fulfill Help Desk
Service requests.
Languages Supported:
The client shall provide asset inventory data, or
facilitate the collection of asset inventory data
such as asset serial number, asset location,
customer contact name, contact phone number,
address, and special instructions.
Xerox will make reasonable efforts to maintain the
asset database accuracy. Client shall assist this
effort by communicating changes to their asset
inventory as they occur.
XHD-
110
Asset Tagging
Asset tags are created for each asset covered by
this Service. The asset tag contains information
such as asset serial number and Help Desk phone
number.
The client shall facilitate the application of asset
tags to the assets covered in this Service.
XHD-
115
Service Call Management – Xerox Branded
Devices
The Help Desk Associate will record the
The client is responsible for providing accurate
machine information.
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
1
DIR Contract: DIR-SDD-497
XHD-
120

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Service Component Work Process Descriptions
customer’s call and information pertaining to the
request. Some problem calls may be resolved
directly over the phone. The Help Desk Associate
will apply remote Service diagnostics to try to
resolve the request directly if possible. If not, the
request will be dispatched for onsite resolution.
Supplies Request Management - Xerox Branded
Devices
The Help Desk receives, tracks, and fulfills
customer requests for standard consumable
supplies for Xerox Branded devices covered in this
Service. All Xerox branded supplies can be
ordered through the Help Desk.
These supplies may include toner, developer, fuser
oil, paper, staples, binding tape, and/or other items.
Equipment Add / Change Management - Xerox
Branded devices
The Help Desk receives and facilitates requests for
new Xerox Branded Equipment or upgrades to
existing equipment.
Equipment Move Management - Xerox
Branded devices
The Help Desk receives, logs, and processes
requests to relocate Xerox Branded Equipment
covered in this agreement.
End User Support
The Help Desk answers end user questions about
the features, functions, and operation of Xerox
Branded devices. The Help Desk will also answer
or facilitate resolution of all Xerox related
questions or concerns.
Services Defined As Of:
Service Configuration Parameters
Service
Market
Code 1
XHD-
130
XHD-
140
XHD-
150
XHD-
160
Meter Read Services
Xerox facilitates gathering of meter reads and Locations where Xerox physically reads meters:
submits meter reads to the billing process.
In other documented locations covered by this
agreement Xerox will facilitate gathering of client
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
2
DIR Contract Number: DIR-SDD-497
CE-207

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Service Component Work Process Descriptions
Xerox delivers the report containing meter read
data to client specified contacts and client specified
vendors.
Reporting
Help Desk equipment service metrics are reported
for client devices in this agreement. Reporting may
be customized to meet new client requirements if
mutually agreed upon by both parties.
Services Defined As Of:
Service Configuration Parameters
provided meter reads.
Client is responsible for supplying meter reads in
non-staffed locations.
Client reporting will be provided by Xerox on a
(e.g. monthly, quarterly) basis. Xerox will
develop and document a reporting communication
schedule with the key customer account contact.
Service
Market
Code 1
XHD-
170
Account Review
Xerox holds operations reviews with the client to:
1. Review reporting results, services performance
against objectives, outstanding issues, and
other agreed-upon agenda items.
2. Review opportunities for improvement.
Account reviews will be scheduled and conducted
with the client on a [e.g. quarterly / semiannual]
basis.
CE-604
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
3
DIR Contract Number: DIR-SDD-497

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Services Defined As Of:
Service Component Work Process Descriptions
Help Desk Services – Non-Xerox Branded Devices
Service Configuration Parameters
This Service offers the customer the convenience of a single contact to manage all device related
requests. The Xerox Help Desk serves as a point of contact to receive, document, process, and track
customer requests for a variety of services related to Non-Xerox branded equipment.
Service
Market
Code 1
XHD-
200
Help Desk Configuration for Non-Xerox
Branded Devices
Help Desk support for Non-Xerox Branded devices
is configured per the agreed-upon documented
requirements.
In order to configure the Help desk services, the
customer shall document, provide, and maintain
the following:
1. A listing of the Non-Xerox branded
equipment models to be supported.
2. Current service and supplies providers
and service provider contact information
for each device model.
3. Processes and policies for qualifying and
responding to end-user requests.
4. Data to populate the asset tracking
database, including asset locations, serial
numbers, manufacturer and model,
customer contact name and phone
number, and special instructions.
5. Timely updates with any changes that
occur to the above.
Xerox may request additional information during
setup and ongoing implementation of this service.
XHD-
201
Asset Inventory and Database – Non-Xerox
Branded Devices
Data is collected on the client’s Non-Xerox
Branded assets that are covered by the Help Desk
Service and recorded in an asset database. This
data is used by the Help Desk Associate when
processing Service requests, to locate and identify
relevant assets and to disposition and fulfill Help
Desk Service requests.
The client shall provide asset inventory data, or
facilitate the collection of asset inventory data
such as asset serial number, asset location,
customer contact name, contact phone number,
address, and special instructions.
Xerox will make reasonable efforts to maintain the
asset database accuracy. Client shall assist this
effort by communicating changes to their asset
inventory as they occur.
XHD-
210
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
4
DIR Contract Number: DIR-SDD-497

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Service Component Work Process Descriptions
Service Call Management – Non-Xerox
Branded Devices
A single Help Desk phone number is used to
conveniently request Service for any customer
asset covered in this agreement.
The Help Desk Associate will receive and
document the customer’s request for Service on
Non-Xerox Branded devices covered in this
Service. The request will be dispatched for
resolution. The Help Desk will track the call to
resolution.
Supplies Request Management – Non-Xerox
Branded Devices
The Help Desk receives, documents, and fulfills
customer requests for standard consumable
supplies for Non-Xerox Branded devices covered
in this Service.
Equipment Add / Change Management – Non -
Xerox Branded devices
The Help Desk receives, documents, and facilitates
requests for new Non-Xerox Branded Equipment
or upgrades to existing equipment. Requests are
qualified and processed according to customer
provided policies for asset acquisition.
Equipment Move Management – Non - Xerox
Branded devices
The Help Desk receives, documents, and facilitates
requests to relocate Non-Xerox Branded
Equipment covered in this agreement.
Services Defined As Of:
Service Configuration Parameters
The client shall provide Xerox with information
detailing their Service providers for each of their
Non-Xerox branded devices covered in this
Service.
Service will be dispatched per the level of service
agreed to with the third party Service provider.
Unless otherwise stated, Xerox will provide Xerox
branded compatible supplies for Non-Xerox
Branded devices when available.
The customer provides Xerox with a documented
process for Non-Xerox Branded Device
acquisition. These instructions include processes
to qualify the end-user request, a listing of the
devices that may be ordered, and an ordering
process.
The customer maintains the device acquisition
process and communicates updates to Xerox prior
to planned implementation of these updates.
The customer provides Xerox with their current
process for moving Non Xerox Branded devices.
Any updates to this process will also be
communicated to Xerox.
Service
Market
Code 1
XHD-
220
XHD-
230
XHD-
240
XHD-
250
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
5
DIR Contract Number: DIR-SDD-497

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Service Component Work Process Descriptions
Other
Services Defined As Of:
Service Configuration Parameters
Service
Market
Code 1
XHD-
A1
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
6
DIR Contract Number: DIR-SDD-497

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Services Defined As Of:
Management Services
The following Management Services are included as part of the Services to be provided pursuant to this
Agreement.
Account Configuration
The Xerox location at the client site is configured with a mix of people, process, equipment, software and
networking to achieve the contracted service levels.
Human Resources
Xerox manages these aspects of human resources – employee sourcing and selection, training, back-up
coverage, and employee development / performance improvement.
Materials Management
Xerox manages the ordering, receipt, handling, and storage of supplies and replacement parts for systems, as
contracted.
Account Marketing
Xerox communicates the capabilities of the managed service to client departments and maintains client
awareness so that services may be rendered where and when needed.
Equipment Service
Xerox manages and performs equipment service as contracted.
Technology Support
Xerox technology specialists are available, as contracted, to support ongoing technical needs and troubleshoot
operational issues.
Technology Management
Xerox manages its document services hardware and software technology as contracted, proposing additional
technology acquisitions, as required, to meet customer’s needs.
Operations Management
Xerox manages the services operation, including people, processes, and technology, to assure operational
service as contracted.
Requests for services above these contracted service levels will be subject to equipment/resource availability.
1 The Service Market Code is for Xerox internal use purposes only.
7
DIR Contract Number: DIR-SDD-497

Appendix C – Customer Service Agreement
Exhibit B – Help Desk Services
Customer Agreement #
Services Defined As Of:
Standards of Performance
Assumptions:
1. The Service Configuration Parameters (“Parameters”) set forth in this Statement of Work (“SOW”) have
been agreed to by the parties and have been used by the parties to configure resources that are estimated
to be sufficient to adequately support the scale and scope of the Service and to meet the Standards of
Performance (“SOP”) set forth herein for such Service. Xerox shall use reasonable efforts to meet service
requests that exceed any maximums stated in the Parameters; provided, however, the failure to meet such
service requests shall not constitute a breach by Xerox hereunder. If the scale and scope of any Service
consistently exceeds the resources estimated by the parties to be adequate for such Service, the parties
may meet to discuss appropriate actions to address the situation.
2. This SOW (and its SOP) applies to Help Desk Services only. Any other Service provided under this
Agreement must be reflected in a separate SOW.
Performance Criteria Measurement Description Calculation
Help Desk Service
reporting timeliness
95% on time The report for prior month
activity will be available within
the first 7 business days of
each month.
This report includes Break-Fix
service response times and a
listing of all equipment service
requests.
The measurement for Help
Desk reporting timeliness is
calculated by dividing the
number of monthly reports
provided on time by the total
number of monthly reports
requested during the contract.
END OF STATEMENT OF WORK FOR HELP DESK SERVICES
Requests for services above these contracted service levels will be subject to equipment/resource availability.
DIR Contract Number: DIR-SDD-497