One Call Does It All

Getting the right support infrastructure for your print environment is critical to minimising downtime and reducing the strain on internal teams. All Xeretec technology, software and solutions are tested and approved by our in-house analysts before installation. They are then managed by a dedicated helpdesk agent who will identify and fix issues often before you are aware of a problem. Our one-stop helpdesk also avoids you having to call multiple support lines.   

Our helpdesk provides three levels of support to ensure issues are escalated to agents with the right knowledge and skills. Often we can resolve issues without an engineer needing to visit a site, maximising uptime. If not, a remote analysis of the problem will identify any parts required and ensure the engineer brings them when he visits.

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Maximise Uptime

Maximise uptime across your print fleet with a dedicated agent providing proactive management

Reduce Burden

Free your IT team to focus on core activities instead of troubleshooting print-related issues
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Ongoing Support

Get advice and support from one port of call for all your hardware, software and solutions
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Boost Visibility

Find out if we are meeting SLAs and where we can improve with our in-house reporting platform
 
 
 

Meet The Helpdesk Team

Our Aberdeen helpdesk team is managed by Donald Smith and consists of 11 highly trained agents who pro-actively manage all your hardware, solutions and software -  and are your one port of call for any advice and support. The team offer three levels of support, with queries handled by suitably-skilled agents who have undergone extensive Xerox and other product specific technical training with our technology and solutions providers. Senior agents hold Technical Associate Degree level qualifications for solutions including Safecom, Equitrac, PaperCut, Output Manager, eCopy and AutoStore.

The team
 
 

Levels of Support

Our Level 1, 2 and 3 support model ensures we deal with issues and enquiries in the most efficient way.

Level 1 team – A dedicated first line support team able to resolve general troubleshooting enquiries, supply problems and requests, delivery and engineering ETAs.

Level 2 team – An experienced support team able to handle technically challenging issues. They also manage enquiries relating to secure print and document management solutions, such as SafeCom and Equitrac.

Level 3 team – A 26-strong field install analyst team with two office based analysts handling solution enquiries. From liaising with customer-based IT teams on network issues to providing solutions-based installations and support, this team also supports and knowledge shares with L1 and L2 support teams.

 
99.81%

Uptime

Our high uptime rate is proof customers are our top priority

92.18%

First Time Fix

Pro-active agents identify and fix potential problems before they escalate

19

Email Incident Response Time

19 Minutes - a fast response time is crucial if things go wrong

40%

Remote Fix - Target & Achievement

Fewer engineer visits mean less disruption to your business

CONTACTS

XEROX GDC CONTRACT CUSTOMERS

Tel UK : 0370 850 7832
Tel IE: 01 517 1476

NON CONTRACT CUSTOMERS

Tel UK: 0370 900 5501
Tel IE: 0818 92 50 50