Your Service Request Number (SR) was emailed to you when your inquiry was logged. If you no longer have it or did not receive an email, you can log into eCustomer by clicking here and select the "Inquiries" tab. A listing of your Inquiries will be displayed along with their status.
Q: What is the purpose of the Keycode?
A: The Keycode allows you to execute a single PO renewal using only the Keycode assigned to the specific purchase order. No account login is required; validation is tied to the Keycode.
Q: How is the Keycode generated?
A: The Keycode is generated based upon a globally unique identifier algorithm.
Q: What features are in place to limit risks?
Each PO is assigned a unique Keycode which expires annually.
No account modifications are permitted based upon Keycode access. Modifications to billing addresses, purchasing agent addresses, inventories, or notifications preferences are not accessible.
Customers using the Keycode must go through a pricing acceptance screen.
POs above a set dollar threshold will be reviewed internally.
A fully enabled audit trail of the transaction will be enabled.
closeWhy do I need a Xerox Full Service Maintenance Agreement?
Xerox products are designed and manufactured to deliver peak performance when properly maintained and serviced. The Xerox Full Service Maintenance Agreement (FSMA) is the most cost effective way to ensure that your Xerox equipment receives adjustments, repairs, and preventive care from Xerox-certified personnel using authorized Xerox parts.
closeIs there an advantage to buying a multi-year agreement?
Yes! Xerox Service Agreements are often discounted for multi-year agreements. Contact the Xerox Service Contracts Team at 1-866-382-4865 for more details.
closeCan I "trade-in" or upgrade my equipment while on an Xerox Full Service Maintenance Agreement?
Xerox makes it easy for you to upgrade your current equipment. Service Agreement customers are assured the best trade-in value for their existing equipment, as well as access to the latest Xerox technology and promotions. Go to the Upgrade Centre or call 1-800-ASK-XEROX. We will match your product type and usage to the best possible and most cost effective solution.
closeIf I don't have a Xerox Full Service Maintenance Agreement, how can I get service? How much does it cost?
If you do not have a Xerox Full Service Maintenance Agreement to cover your Xerox product, Xerox does provide on-site service on a "Time and Materials" basis. An estimated arrival time will be provided when the T&M service request is made. T&M service terms include:
Billing Rates: Billed at current labor rates, quoted at time of call.
Incremental charges are incurred if service is requested outside normal business hours.
Parts: 100% Xerox authorized parts billed based on the parts needed to complete repairs.
Response Time: Best effort; prioritized behind Xerox Full Service Maintenance Agreement customers.
closeI just received a service agreement renewal notification letter in the mail. Is this the invoice for my next contract? Will I be billed?
Xerox sends a service agreement renewal notification approximately 45 days before the renewal date of your Xerox Full Service Maintenance Agreement. The notification is not an invoice; it reminds you of the auto-renewal date of the agreement and prompts you to update your records if needed. Your agreement will automatically be renewed and requires no additional action on your part. Once the agreement is renewed, Xerox will send a separate invoice for the renewal period.
closeHow can I view my contact options and status?
To view a contract online, you must be a standard commercial Xerox service customer with your customer number and serial number handy. Online viewing of contracts is not currently available for federal, state, or local government agencies. You can also call our Customer Business Center at 1-888-771-5225 and we will be happy to assist you.