Frequently Asked Questions

close Why 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.

close How can I buy a Xerox Full Service Maintenance Agreement?
If you are interested in purchasing a Xerox Service Agreement, please call 1-866-382-4865.

close What is covered by a Xerox Full Service Maintenance Agreement?

• You get 24-hour, toll-free hotline support at 1-800-821-2797 and receive the fastest response in the industry. Our representatives are trained to understand and resolve your issue over the phone.
• A Full Service Maintenance Agreement (FSMA) ensures quick, on-site response by a Xerox-certified Customer Service Engineer (CSE).
• Your Xerox CSE not only fixes your equipment, but also performs preventative maintenance to minimize future failures.
• All parts and labor are included with a Xerox FSMA, and you're guaranteed we only use authorized Xerox parts.
• All software, software support and diagnostic licensing fees are included in your Xerox FSMA, ensuring no hidden costs, to enable the fastest possible repair.
• Xerox also provides you with all engineering and safety retrofits, ensuring your machine is safe and running at its peak performance.

close Is 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.

close Can 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.

close If 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.

close I 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.

close How 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.