Customer Service Agreement Exhibit B â 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





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 


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. 




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 



2 

DIR Contract Number: DIR-SDD-497 

CE-207





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. 



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. 


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 



3 

DIR Contract Number: DIR-SDD-497






Help Desk Services – Non-Xerox Branded Devices 


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. 


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 


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 



4 






Service Call Management – Non-Xerox 


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 


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 


The Help Desk receives, documents, and facilitates 

requests to relocate Non-Xerox Branded 

Equipment covered in this agreement. 



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. 


Market 

Code 1 

XHD- 

220 

XHD- 

230 

XHD- 

240 

XHD- 

250 



5 






Other 




Market 

Code 1 

XHD- 

A1 



6 






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. 



7 






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

Customer Service Agreement Exhibit B â Help Desk Services ...

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