Service Agreements

Does your Service Agreement fit your business needs?

1. What is your average call centre response time?
   When you have a problem with your equipment you need it fixed right away. Waiting on hold and being told 'Your Call is important to us' is not the best use of your time. The average response time at Fuji Xerox Australia's Customer Care Centre is just 15 seconds.
2. Is your helpdesk staff 24 hours per day, 7 days per week?
   This is an important question. Most vendors have a business-hours-only helpdesk model. However, what happens if you're working back late and need support? Our Customer Care Centre, located in Sydney, is staffed 24 hours per day, 7 days per week.
3. How long does it take to have technical issues resolved?
   When you have a problem you need someone who can help you and who can resolve the issue as quickly as possible. That means dealing with someone who understands the technology and doesn't just follow a script. Our industry certified (Support Centre Practices) team of technical phone specialists provide a responsive benchmark level of support. With our comprehensive lab facilities our specialists can replicate your issue and in more than 90% of cases will resolve your technical issue within minutes.
4. What is your response time for on-site service?
   After placing a service call (or logging one over the internet), you want the service engineer to attend to your device as quickly as possible. Make sure the response time is adequate for your business requirements. Our Average response time has a service engineer on-site within four working hours.
5. How quickly can your technicians access the right parts?
   In addition to a fast response time, its important that the problem is fixed quickly. After all, what's the point of a fast response if the technician has to wait days for parts? The only service measurement that is important for your business is the amount of time you have to wait before your problem is resolved. In 98% of all on-site calls, our service engineer can access the parts to fix your problem from one of our local distribution centres, located throughout the capital cities.
6. Are there any additional charges for service parts of labour?
   Most manufacturers now have a 'cost per page' model where servicing, parts and toner are included in the service agreement. However, you need to ensure the agreement is all-inclusive as some contain clauses to exclude some parts and labour expenses. Clarify up-front that the agreement is all inclusive. All parts, labour, servicing and toner are included in the Fuji Xerox Full Service and Maintenance Agreement.
7. Do you have a valet service for replacement consumables?
   Most vendors simply send your consumables by traditional methods, either by post or courier. This means you have to install the toners yourself, send back the old toners for recycling or, even worse, dispose of the toners yourself.
   
8. How about this for an alternative?
   A professional valet service will come to your office with the required consumables. They will remove your old toner, install the new toner, and take away the old toner for recycling. All you have to do is open the door to let him or her in. Fuji Xerox provides a valet service for replacement consumables in all capital cities.
   

If you have any further questions, contact us on 1300 113 200

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