Xerox Remote Print Services Services you can count on

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1 Xerox Remote Print Services Services you can count on

2 Xerox Remote Print Services is a managed print service offering that includes our highly skilled customer services team, proactive and intelligent support, and device management tools. It delivers hassle-free, best-in-class services allowing you to focus on your business. 2 Xerox Remote Print Services

3 Proactive & Intelligent Support Xerox continues to invest in advanced service systems and remote communication technology to enhance your service experience. Great support - right from the start! Our Implementation Services team pro-actively manages the entire installation process to ensure your new device is up and running quickly, with minimal disruption. For eligible products, prior to delivery, we ensure your device is properly staged and tested with the configuration selected and latest software loaded. We will contact you on delivery day to provide an ETA and once delivered, our team will call promptly and complete the device setup and network connectivity, within hours of delivery. Finally, our on-demand web-based training lets you learn all about your new device, at a time that is convenient to you. Xerox helps to maximize your device performance by monitoring, on a real-time basis, data such as firmware versions, fault history, image quality, supplies level and meter reads etc. Availability of such data enables Xerox to provide unmatched services to our customers. Connecting your device to the Xerox Technical Service Network is the foundation for enhanced, proactive and intelligent support. Only device specific data that does not contain any job content or personally identifiable information will be sent to the Xerox secured network. We ensure that all communication is one-way and meets all industry security standards for data transfer. MaintenanceAssistant automatically sends the fault history and diagnostic data of a Xerox device for your service call, to our technician s mobile device even before he/she arrives on site. The information allows the technician to diagnose and trouble shoot the root causal ahead of time and helps them to resolve the problem more quickly, resulting in greater uptime for you. Xerox Service Assurance Technologies (XSAT) has many advanced scheduling and dispatch capabilities which allows us to tailor our services to your needs. XSAT dynamically tracks the location, availability, and skill set of all technicians around your area. You are provided with immediate ETA s when you place your service call. So when you need on-site service, we will send you the right technician, who will know exactly what to do, on time, every time. Smart Kits to maximize uptime. Available for most products, Smart Kits allow you to replace key components that are integral to the printing process. No service call is required they are easily and safely replaced by an end user, allowing you to be up and running immediately. Talk to your Xerox Service Professional to learn how to best utilize Smart Kits to optimize your equipment uptime. SuppliesAssistant will automatically order Smart Kits and supplies for your Xerox devices, based on your actual usage, eliminating the need to manually manage supplies inventory and the worry of running out of stock. MeterAssistant automates the process of collecting and submitting meter reads for tracking and billing of Xerox device usage. It eliminates the need for time-consuming end-user involvement. Save time, by letting the system take care of this for you. To enjoy the full benefit of Xerox Remote Print Services, your Xerox device needs to connect to our system. Your account representative will be more than happy to explain how to get connected. Maximize Uptime Improved Service Experience Effortless and Hassle-free Xerox Remote Print Services 3

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5 Device Management Tools Make better business decisions with tools to help you manage your devices, giving you the ability to optimize, manage, and identify opportunities for cost avoidance. MySupport Portal A personalized web-based portal for anyone who has a service contract with Xerox. MySupport Portal displays support and usage content such as drivers, documentation, meter reads and supply levels filtered for the devices you identified during the registration process. Find Information Fast Customizable dashboard displays content you deem most critical Subscribe to software updates, support bulletins, newsletters, and production documentation Online knowledge base allows you to save specific links to content you may want to reference often Tailor the display of meter data and device status that is most useful to you Download any of the device data to create customized reports using your own reporting tools Analyze your usage patterns to optimize your print environment Make better business decisions about your print environment CentreWare Web Xerox CentreWare Web is an innovative, web browser-based software tool that installs, configures, manages, monitors, and reports on networked printers and multifunction devices in the enterprise regardless of manufacturer and at no additional cost to you! Reduce Costs Proactive alert monitoring reduces service calls and downtime Simplify management of both Xerox and non-xerox (RFC 3805 SNMP compliant) output devices with one tool Centralized administration allows your organization to remotely manage systems, creating efficiency Improve Productivity Remotely configure printers and multifunction devices Manage many printers as if they were one, with group-based management functions Proactively monitor device status receiving alerts on printer status and problems, allowing everyday issues to be resolved before users experience down-time Troubleshooting tools simplify diagnosis and resolution of device problems Help Ensure Security Centrally manage and administer critical device settings to ensure consistent and correct implementation of security policies and procedures Integrates with existing Microsoft Windows security, requiring no additional security/authorization tools Less Time Managing Your Equipment Xerox Remote Print Services 5

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7 Your Customer Services Team The Xerox Canada Customer Services team is committed to delivering best-in-class service across the country. We provide a great customer experience, unrivalled uptime and offer consulting services throughout the lifecycle of your Xerox solution, which allows you to maximize your investments. We do this through our team of motivated experts, innovative processes, advanced technologies, and supply chain excellence. We deliver on our promise. People We ve got you covered. Over 1000 Customer Services employees, with an average 18 years of experience, support you in person and virtually in every community in Canada. Regardless of your requirements, we have the technicians, specialists, application analysts, trainers, and support staff, to exceed your service expectations. Consulting services to help you solve your business problems. The Xerox Solution Services team provides a wide range of services designed to meet specific needs of customers who require maximum benefit from their technology purchases. Services include workflow consulting, project management, education & training, and implementation and consulting. Lean Six Sigma projects focus on continually improving the service experience for you. Invest in our people. Xerox Canada invests more than $2m annually in learning and development for the Customer Services organization. Teams receive ongoing training and certification on products and the latest network technologies, ensuring you receive the most qualified support services for your business. Knowledge community. Xerox s worldwide community of knowledge sharing (Eureka) provides our service technicians easy access to the latest technical data and best support practices. Field technicians are supported by local & national specialists, and product engineers our team is here for you. Process & Infrastructure Award winning call centre. Our bilingual team resolves 15-20% of all calls within minutes. Our second-level support team resolves your more complex software and network issues via the phone and remote access tools to get you up and running fast. Xerox Total Call Philosophy. Total Call ensures we provide maximum uptime for you. We fix your problem and do preventative maintenance on every call, maintaining the peak operational efficiency of your machine. Technicians follow a standard call process unique to each machine type to diagnose and resolve technical issues effectively. We measure efficiency, responsiveness, effectiveness, productivity, and customer satisfaction all with a focus on continuous improvement. Comprehensive World-Class Parts Network. Our supply chain excellence offers real time parts inventory management and an auto replenishment system mean we have the right part at the right time to get you up and running fast. Local stock points across Canada provide, on average, 85-95% parts availability depending on geography. North American parts network provides overnight delivery to urban centres for balance of requirements. Reduce waste with Environmental Asset Recovery Program & Metered Supplies System. An extension of our Green World Alliance initiative launched in 1999, our comprehensive recycling programs significantly reduce landfill waste. Our intelligent Metered Supplies System allows customers to use what they need, when they need it. We provide various replenishment options depending on your needs - all designed to save you time and help the environment. Total satisfaction guarantee. If you are not satisfied with the performance of your Xerox Equipment, you may request a replacement with an identical model or, in the event that an identical model replacement is not available, a model with comparable features and capabilities will be provided. We make this offer to clearly demonstrate that our measure of quality is our Customers Satisfaction. Total Satisfaction Guarantee Delivering a Great Customer Experience, Every Step of the Way Xerox Remote Print Services 7

8 Contact your Canadian Sales Representative for more information on Xerox Remote Print Services Xerox Corporation. All rights reserved. Xerox, SuppliesAssistant, MeterAssistant and Xerox and Design are trademarks of Xerox Corporation in the United States and/or other countries. Xerox Canada Ltd. is the licensee of all the trademarks. BR3184-EN