Solutions Support

1. Overview

All solutions provided by Fuji Xerox, be they comprised of either Software, Hardware and /or Consulting, come with a standard support offering that is detailed in this schedule.

All support and assistance for Fuji Xerox Solutions are regarded as “support requests”. A support request could be any of the following:

• Faults with software / hardware
• Failure of a component of the solution
• Patches, bug fixes required
• Upgrade problems (if applicable)
• Service Outages
• Problem resolution
• Support related questions
• User related questions
• Assistance with Product documentation

Technical support for software related requests will require all annual maintenance / support fees applicable to that software product being current and paid for.

2. Support Availability

a)  Fuji Xerox support is available between 8.30am and 5.00pm on New Zealand business days (Monday to Friday).

3. Logging a Support Request

a)  Telephone the Fuji Xerox Contact Centre on 0800 4XEROX (0800 493 769). 
      Or email support@nzl.fujixerox.com
b)  Please be ready to supply your name, address and contact details and the “Vendor & Product”, (e.g. “Xerox DocuShare”) the support request relates to.
c)  In simple terms state the nature of the request / fault and the severity level of it if applicable (see section 6).

4. How we will Handle Support Requests

a) The Fuji Xerox Contact Centre will use a system to ticket / log all support requests
b) The support requests will then be passed on to the most appropriate personnel with the necessary skills to handle the product specific requests as specified in Support Levels.
c) The support request will be handled via telephone, internet, fax and/or email correspondence.
d) Should an onsite visit be required this may be chargeable at the standard rates (See Section 10).

5. Support Levels

The Support Services are divided into the following three levels:

a)  1st Level Support, which is provided by Fuji Xerox’s helpdesk and relates to a telephone exchange between the Customer and the Fuji Xerox helpdesk operator;
b)  2nd Level Support, which is provided by Fuji Xerox’s consultant and relates to a telephone exchange between the customer and the Fuji Xerox consultant to complete the standard error reporting / logging template which will either resolve the call to the Customer’s satisfaction or will arrange for a Fuji Xerox consultant to gather more information via remote diagnostics or via an agreed site visit; and
c)  3rd Level Support, which is provided by Fuji Xerox’s Regional Technical Support Group and/or the Software/Hardware supplier’s staff and relates to changes to Software code and/or Firmware fixes and/or Hardware upgrades.

6. Severity Levels

Problems, faults, issues or errors with the Hardware and/or Software are divided into the following two severity levels:

a)  Critical – Hardware and/or Software is not operational or has a critical loss of functionality;
b)  Urgent - Hardware and/or Software is operational, but functionality is severely degraded, eg a major application is non-functional;

7. Response Expectations

The time to respond is measured from the time the request is ticketed / logged and is dependent on severity levels as follows:

All requests will be handled in normal business hours; Monday – Friday 8.00am – 5pm (except public holidays). All requests are handled on a “best efforts to resolve” basis. In some cases due to circumstances beyond our control (e.g. third party developers) we may not be able to fully resolve a problem in a given time period (e.g. we will have to acknowledge the problem and wait for the next patch release or upgrade).

Service levels greater than these are to be covered by a separate Service Level Agreement (SLA).

8. Expectations of the Customer

a)  The Customer will assign a key contact person who will be the primary contact for all correspondence regarding the support request. It will be this person’s responsibility to internally escalate availability of the organisation’s personnel, in conjunction with the Fuji Xerox support personnel, as required and/or advised by Fuji Xerox support personnel.
b)  The Customer will provide a method of guaranteed communication between themselves and Fuji Xerox support personnel (e.g. voice mail and email).
c)  The Customer shall ensure that support personnel from Fuji Xerox or authorized by Fuji Xerox shall have full and safe access to the Software and the Equipment at all reasonable times for the purpose of providing the Support Services.
d)  Such access shall include remote access where this is requested by Fuji Xerox. Such remote access shall extend to Fuji Xerox and to any third party supplier of Software identified by Fuji Xerox.
e) The Customer shall ensure that support personnel of Fuji Xerox or authorized by Fuji Xerox shall be provided with all information, facilities, services and accessories reasonably required by Fuji Xerox to enable Fuji Xerox to resolve the support request.
f)  The Customer shall indemnify and keep Fuji Xerox indemnified against any liability for damage to or loss of property or injury or death to any person attending the Location or any other place in performing resolutions to the support request.

9. What is not Included

a)  On Site visits unless by prior arrangement (e.g. prepaid hours). All on site visits are chargeable as detailed in section 10.
b)  Upgrades to software unless specified by the manufacturer for that product (see section 11).
c)  A guaranteed resolution to any fault or problem.
d)  Setup of an exact or close replication of the customer’s solution and environment to recreate faults and problems.
e)  Support of customised developments undertaken by the customer.
f)  Over the phone training sessions. This should be addressed by an onsite visit by a Fuji Xerox Consultant.

10. OnSite Support Rates

Notes
· All Prices are per consultant and exclude GST.
· A minimum 2 hour charge applies.
· Response level will be dependent on staff availability at the time.
· All travel is from where the consultant is based (e.g. Auckland Head Office in Ponsonby)
· Response charge is based on when consultant leaves base to travel to site.

11. Product Specific Support Details

Special Notes

Fuji Xerox reserves the right to amend & alter the details of the support offering in the interests of enhancing it.