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

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.
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DIR Contract Number: DIR-SDD-497