Technical Support Process; Partner Emergency On-Site Support Procedure - GBC FusionPunch II Service Manual

Technical Support Process

Technical Support
How to Call for Assistance.
Monday - Friday 9:00 AM to 5:00 PM
Central Time.
1. Xerox CSE contacts GBC National
Technical Specialist at 1-866-259-0101.
2. The GBC National Technical Specialist
responds with support, and fills out a Help
Desk Call Report Form, and logs
information into a database.
Weekends and After Hour Support
5:00 PM to 9:00 AM Central Time.
1. Xerox CSE contacts GBC National
Technical Specialist (Answering Service)
at 1-866-259-0101.
2. Answering Service contacts GBC National
Technical Specialist on call who responds
within 30 minutes.
3. The GBC National Technical Specialist
provides support, and fills out a Help Desk
Call Report Form, and logs information
into a database.
Technical Support Process
Partner Emergency On-site
Support Procedure
1. The GBC National Technical Specialist
works with Xerox CSE over the phone and
determines that the problem cannot be
resolved over the phone in a timely
manner.
2. The GBC National Technical Specialist
then asks Xerox CSE for the following:
a. CSE's Service Manager's name and
phone number.
b. CSE's employee number.
c. A phone number to confirm travel
arrangements.
d. Customer's address, phone number,
and contact.
3. The GBC National Technical Specialist
makes decision to go out on-site Next
Flight Out (NFO), or sends the following:
a. A well trained, experienced GBC local
technician if available.
b. GBC National Technical Specialist
goes himself NFO if available.
c. If not available, asks another GBC
National Technical Specialists to go
on-site NFO.
4. The GBC National Technical Specialist
notifies Xerox Partnership SEM about the
Emergency On-site Request.
5. Once the GBC National Technical
Specialist has made arrangements for this
request as specified in Step 3, he then
calls the Xerox CSE back to confirm the
Travel Itinerary and to confirm that the
CSE responsible for the account during
the hours of GBC's arrival to be present.
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6. The GBC National Technical Specialist
notifies the Xerox CSE's Service Manager
about the Emergency On-site Request.
Note: GBC can leave a voice mail or
make this call early the next morning.
7. The GBC National Technical Specialist
leaves a voice mail for the GBC Director of
Service Operations to notify him of the
Emergency On-site Request.
8. The GBC National Technical Specialist
goes to the customer's site to resolve the
problem.
9. The GBC National Technical Specialist
fills out a trip report to be issued to Xerox
Partnership SEM and the GBC Director of
Service Operations.
GBC FusionPunch II Service Manual