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

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$Contract: DIR-TEX-AN-SDD-1778 - PDF - Texas Department of ...$

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
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