WorkCentre 4265

Service Support Plan

Laptop Requirements
Background Authorized Service Partner technicians are required to have laptops. Required
The purpose of this document is to outline the Xerox WorkCentre 4265 Product equipment standards to support the electronic documentation and diagnostics
Unique Service and Support Program. software are available in GSN Library 500.
PWS/Eureka II Software Overview
The WorkCentre 4265 is a desktop monochrome laser printer replacing the
WC4250/4260. It is a 4 in 1 device with Copy, Print, Scan and Fax with standard Without a properly functioning laptop, the student cannot complete the course
Duplex. The WC4265 was developed for workgroup office customers with the main materials and take the certification test(s).
product concept of High Speed and High Quality. Technicians should ensure PWS service documentation and library content is up
to date by regularly riding the bus as part of the GSN/Eureka tool provided
and described below.
Product Identifiers
Product Voltage Product Code
Eureka Access for Bulletins & Updates
WorkCentre 4265 110V E5B Authorized Service Providers are required to have access to Eureka, a shared
knowledge systems, to support the servicing of Xerox products.
Eureka is enabled through the installation of the Global Service Network (GSN)
Service Factors software application. After installing the GSN/Eureka on the technician's laptop
PC, they will be able to subscribe and access Technical Tips, Service Bulletins,
Service Factors1 WC4265 and Service Documentation updates related to the products they are certified.
Avg. Monthly Copy Volume/Transactions 5.5K GSN/Eureka is an essential tool to properly service Xerox equipment and all
Estimated Service Calls/Year .03 service technicians are required to have access to their laptop PC with
GSN/Eureka database and EDOC as necessary when contacting Xerox
Service Call Repair Time (hrs) including travel1 1.25
Technical Support.
Estimated Parts Cost/Year ($US)2 $39.66
1 Assumes 0.5 hour travel
2 Estimated Partners cost based on Xerox factors.
Support Personnel and Functions
Warranty & Labor Reimbursement Name Function Phone #
Aaron Woods Director, NARS 503-685-2045
The WC4265 is sold with a One Year Base Warranty with On-Site Service via ASP, Relationship & Partner
SDP or NSP Provider. Authorized Partners (Dealers/ASP's) or NSP providers are Programs
enabled to service. Contract uplifts for 2, 3, or 4 Years of On-Site service are
Mike Brown Eastern Region ASP 678-795-6324
available.
Partner Manager
A current list of labor rates can be found in the current ASP agreement on the Toni Delettera Central Region ASP 585-422-0850
Worldwide Service Partners website at www.office.xerox.com/partners. Partner Manager
Log in and click on the Service Provider Reference Materials link. Jaime Arellano Western Region and 310-333-7031
Canadian ASP Partner
Service Strategy Manager
There will be a WorkCentre 4265 Service Training Differences from WorkCentre Cathy Montgomery Channel Dealer Service 972-420-2043
4250/4260 training package offered. This training will consist of the content that is Manager XAD and
currently in the WC4250/4260 training with a differences module that will highlight PAD
the changes. The training is designed to be taken without hardware, however the
Student's learning experience will be enhanced if hardware is available. The
differences course will take approximately 1 hours to complete. Xerox Customer and Technician Support Phone #
Resources
Product Course Code Duration Method NACSC North American 1-800-821-2797
WC4265 Differences W4265XT 1 Hour LivePlay - Customer Support
Learning@Xerox Center
Customer Helpdesk Xerox Customer Service 1-800-835-6100
Prerequisites
(NARs US & Canada) and Support
W4265XT WorkCentre 4265 Service Training Differences From WorkCentre
4250/4260 course requirements: C&TS Customer and USSP Authorized 1-800- 249-0347
Technical Support Service Provider prompt 3
Technical Support
Must be certified to service WorkCentre 4250/4260 products.
Helpdesk (TCN # req'd)
Inventory Control ASP parts order support 1-800- 249-0347
The Certification Test is available on L@X. Upon successful completion of
prompts 3,3,1
W4265XT, Students can order the WorkCentre 4150/4250/4260/4265 EDOC E-File
705P01364 by entering the EDOC Part Number in the "Other Training" field on the Xerox Service Pricing https://www.office.xerox.com/resellers
Training Order Form. and additional product https://partner.xerox.com/dealer
information

Spares/Parts Support
Parts for the WorkCentre 4265 can be purchased directly from Xerox Corporation
with the applicable parts discount.

ASPs can order service parts directly from the ASP website-
www.office.xerox.com/partners (TCN # and password required).

Version 1.0 September 2014