Xerox Service Level Agreement

Ricoh Customer Call Center is busy responding to online customer service requests 24 hours a day, seven days a week, including holidays. Service and supply orders are made between 8:00 a.m. .m and 5:00 p.m. .m. Monday to Friday, without recognized public holidays. Calls received after hours serve the customer, who places the service or only requests. Technical telephone support is only available between 8:00 a.m. .m and 5:00 p.m. .m. Monday by Friday.In in addition, customers have the ability to electronically place service calls via the web, facsimiles and 24×7 phone.

Participate in scheduled regular audits of Ricoh`s service If you do not have a Xerox service contract, you need an accounting service call: Ricoh schedules quarterly and annual meetings with UW on an agreed date and at an agreed time to verify the service and participates jointly in user support. Ricoh provides metrics on sales volume, customer acceptance, on-time delivery, billing accuracy, use of small second-tier suppliers and customer satisfaction. (i) repairs made from abuse (including, but not limited, to improper voltage or the use of consumables that do not meet the manufacturer`s specifications) or the lack of adequate power, air conditioning or moisture control; (ii) repairs required by services provided by persons other than Ricoh representatives; (iii) service calls or work requested by the UW outside normal business hours (defined below) (unless covered by a longer-hour service contract) and service calls or work that UW wishes to perform at Ricoh Holidays (defined below); (iv) a removable cassette, a copy cabinet, exit shells or objects not related to the mechanical or electrical operation of the goods maintained; (v) consumables such as paper or basic necessities, unless the order is expressly arranged; (vi) repairs and/or service calls from facilities not acquired by Ricoh; (vii) software, system support or associated connectivity, unless Ricoh has indicated it in writing; (viii) parts that are no longer available from the manufacturer concerned; ix) electrical work outside of maintained products, including problems due to overloaded or inadequate circuits; x) the installation or uninstalling and/or transfer of maintained products from one location to another, unless ricoh has indicated in writing; and (xi) repairs to damage or lengthening operating time caused by force majeure events. Damage to maintained products or parts resulting from causes outside Ricoh control is not covered by this agreement. Ricoh may terminate its service obligations in an order for pending products modified, damaged, modified or maintained by other Ricoh employees. This is achieved through our Managed Print Services team, which works tirelessly to ensure that the customer`s business and printing environment works optimally at all times. In addition, we are able to provide our customers with local and remote support through software applications installed on the printer network. The use of Xerox xpPS, Paper Cut, Equitrac and FM Audit allows us to provide remote monitoring and deferral.