1 / 8

Xerox Remote Print Service

Xerox Remote Print Service. Technical information & support & XDA Support Process Overview for CSO. Business Group Name Here. Overview. OpCo CSO Tools & resources that enable CSO to support their Partners & customers technically & Xerox escalated support L2. Partner self help

totie
Download Presentation

Xerox Remote Print Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Xerox Remote Print Service Technical information & support & XDA Support Process Overview for CSO Business Group Name Here

  2. Overview OpCo CSO Tools & resources that enable CSO to support their Partners & customers technically & Xerox escalated support L2 Partner self help Tools & resources that enable partners to support their customers technically & escalate to Xerox for support Customer self help Tools & resources that enable a customer to install XDA and access to install support information Escalated Support Process to escalate issues related to device data meters, supplies & communications

  3. Customer Xerox Device Agent (XDA) Installation XDA Software download http://www.support.xerox.com/support Documentation Online support Software Installation Guide (s) Installation video Escalate to Partner Install XDA Search XDA

  4. Partner self help for XRPS & XDA Device communication issue PartnerNet Portal Post sale page XRPS library https://dmo.partnernet.xerox.com/portal/dmohq/postsales/Pages/XRPS-Library.aspx Knowledge Base – URL link found in PartnerNet Portal Post Sale http://www.support.xerox.com/support OR Escalate to Xerox service support Standard technical escalation process

  5. OpCo XRPS & XDA Support CSO Support processes Knowledge base 1 https://team.thehub.xerox.com/sites/DMO_CSO/service_modernisation/SitePages/XRPS.aspx CSO Hub Hints & tips 2 Library 11987 PWS - GSN 3 Request support from DMO CSO community DMO Forum 4 Email DMO CSO support MKS ticket direct to L3 Unknown device data issue/PNP 5 XRPS003 – Support XRPS .Knowledge share only • XRPS004 – Analyst XRPSXRPS001 XRPS FundamentalsXRPS002 Selling XRPS LMS Tech Courses Access XRPS training 6 L2 Escalation 7

  6. Escalated support XDA L2 OpCo CSO have XDA or Device Direct Problem DMO East DMO West NA L2 Standard CSO Escalation process XE L2 XDA L3

  7. CSO – L3 & XRPS Escalation process for UAT Partner receives corrupt device data & communication PNP Library PNP XRPS Access PNP for trouble shooting Partner Completes self help IM Group for issues related to DMO build OpCo investigate using DCS Escalate to OpCo Device data Corrupt Or PNP Issue DMO IMG DMO Escalate to GRS For UAT email DMO CSO for support DMO.CSO.SUPPORT@XEROX.COM

  8. Xerox XRPS training courses DMO Partner Use XRPS003 - Supporting Direct OpCo only – Knowledge sharing XRPS001 - XRPS Fundamentals XRPS002 - Selling XRPS004 - Analyst/ Support training

More Related