I. Introduction

To support Fuji Xerox Vietnam business, we have set up Xerox Service Network System nationwide. We have developed the process to bring more efficient service to our customer. We've trained over 100 engineers to provide good service to customer throughout the country.

Besides, in Asia pacific region Fuji Xerox Asia Pacific has set up Region Technical Support in Sydney to support Xerox technical problem escalation from every country include Vietnam. If necessary Product Support Manager will come down to fix the problem together with local technician.

II. Technical Operations Service

In Vietnam, Xerox Technical Service activity to customer (maintenance, repair, spare parts and consumable) all provided by local dealers. We have Dealer Service Center in Hanoi, Hochiminh, Danang and Can Tho.

Dealer's Xerox Engineer have been trained for Service System and Product, some of those have been trained in oversea. Dealer's Xerox Engineers are qualified to do maintenance, diagnostic, repair, modification and spare parts replacement.

III. Technical Operations Support

To support Technical Operations Service, Fuji Xerox Vietnam has a Support Team named Technical Operations Support team. That team consists of National Technical Support.

National Technical Support has been trained for Service System and Product by Product Manager from Fuji Xerox head quarter. Some of the training has been taken in our training center (Japan, Singapore, Korea and Australia)

Technical Operations Support team responsibilities are:

IV. Product Quality

Fuji Xerox Dealers imports the equipment, spare parts and consumable form Xerox manufacturer around the world. That equipment has been checked and tested based on Xerox Quality Standard before shipped to Vietnam. All of spare parts and consumable are genuinely supplied, to maintain Xerox equipment at highest quality and efficiency.

To make sure our product quality, each product will be cover by 1 year or 3 years warranty depends on the model.

V. Maintenance Service System
Fuji Xerox Dealers in Vietnam has introduced many kind of service system.

1. FSMA (Full Service Maintenance Agreement)
2. MSC (Monthly Service Contract)
3. Rental
4. On the spot service

1. FSMA (Full Service Maintenance Agreement)
This is the service system to cover all service area including regular maintenance, preventive maintenance, repairing, and modification, spare parts replacement, also include toner and other consumable.

The cost of FSMA is calculated by "Cost per Copy/Print". Customer pays the FSMA service by monthly based on copy/print volume that customer made every month.

2. MSC (Monthly Service Contract)
This system covers the labor cost for regular maintenance and repairing only. Every month Xerox Dealer Engineer will visit to customer to do regular maintenance. If customer have problem with Xerox product, customer calls service center and Xerox Dealer Engineer will come to repair to fix the problem. Spare parts and consumable cost is under customer responsibility.

3. Rental
This system is quite similar with FSMA in term of service activity and payment scheme.

The differences between Rental and FSMA:

• Besides cost per copy/print, customer also needs to pay machine rental cost.
• Price of cost per copy/print.
• All the equipment belongs to Xerox dealers.

4. On the spot service
With this service all the service activity is depend on customer. There is no official contract between customer and Xerox dealer. Customer can call Xerox Service Center every time to require service.

Customer pays service cost and also spare parts and consumable cost if that machine needs to replace spare parts or consumable.

For technical support, please email to icotechnicalsupport@vnm.fujixerox.com