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XRPS Learning Path

XRPS Learning Path. FOR User Acceptance testing only. Content. Introduction. Marketing Pack: Customers and Partner value proposition. Technical pack. Service agreement & user Licence. Connectivity. Introduction.

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XRPS Learning Path

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  1. XRPS Learning Path FOR User Acceptance testing only

  2. Content Introduction Marketing Pack: Customers and Partner value proposition Technical pack Service agreement & user Licence Connectivity

  3. Introduction • Xerox Remote Print Services (XRPS) provides a modernized and cost effective print environment for Xerox Partners and Customers. It’s also the entry point to the MPS continuum unlocking productivity through connectivity, automation and integration. • It is designed to be a partner self managed offering, to improve the customer experience and utilise remote device data to drive partner operational efficiency and be entirely managed by the partner and their customers. XRPS benefits • Meters readings – Eliminating manual meter collection • Accurate billing – Is accurate and reflects actual customer usage • Actionable supplies Information - For proactive toner & ink management • XRPS enables upsell for XPPS certified partners to full MPS offering • Enables device data to for partners via the PartnerNet Portal. This document was developed in order to guide partners through the start up process of understanding XRPS functionality, how to begin, where to access knowledge and support. • To gain access to XRPS data please contact your Xerox service manager who will guide you through the accreditation process. • Costs for partners XRPS – Your Xerox service manager will confirm if charges apply as part of launch engagement process

  4. Marketing materials To understand more about the values of XRPS in the MPS offerings please use the link below to review the following marketing materials: • Partner value proposition. Please click here to see the pack or click here to download it • End customer value proposition. Please click here to see the pack or click here to download it

  5. Technical learning We recommend the following eLearning course in PartnerNet Portal (PNP). • XRPS support module, code XRPS003 • Target audience: Service To access eLearning, please follow the slides with screenshots:

  6. Technical learning 2 1 Access eLearning from the top bar section in PartnerNet Portal courses Select eLearning 3 Under the MPS Section you’ll find XRPS and links to the learning courses

  7. Technical learning 3.1 Device Discovery tools • There are two different device discovery tools available depending on device capability. XDA Lite and Device Direct The recommended discovery tool is XDA Lite. Wherever possible have both XDA and Device Direct communicating from the device to the Xerox server. • XDA Lite is a free customer installable software solution that enables automated metered readings and supplies status submissions to Xerox. It is designed to enable meter read submission for both device direct capable Xerox devices and non-device direct capable and legacy Xerox devices. • Device Direct is pre loaded into the device operating software and is automatically enabled. This functionality allows the devices to communicate and automatically submit meter reads and supplies status to Xerox. • Xerox Server store the information until partner requests the data via the PartnerNet Portal • To find out more on device product capability by clicking here. If you have difficulties understanding this list, please visit “Troubleshooting” in XRPS on PNP and then “Self Support” and search for key word: “device capability list”

  8. Technical learning 3.2 XDA Lite To get a better understanding on how XDA Lite works, recommend the following steps: • Install XDA Lite on your PC/ own network • Download XDA Lite from the following link • XDA Installation information and support is also available • Installation Video – Click here • Installation Guide – Click here • If XDA Lite has installed successfully, the customer should be able to see all network capable devices both Xerox & Non Xerox on the software running on the PC. Install is configurable if the customer does not want to include non xerox devices – information can be found in the user installation guide. • If no devices are discovered you may have to manually access each device via IP address. Please consult the installation user guide for more information.

  9. Technical learning 3.3 Device Direct For situations where the customer is unwilling to self install or does not wish to have XDA Lite installed by the partner on a PC or server an alternative option to get them connected is the device direct capability. • This capability requires no Software to be installed on a client PC or server but needs internet access to directly establish communication link between the Xerox device and the Xerox Server on a 1-1 direct communication. • Device direct transmits all the same data that XDA Lite can but does not gather non-Xerox device data and is only available on newer A3 devices and certain A4 devices. Please refer to the XRPS Product Reference list to find how products can be connected. • Please follow the link below to a document that explains how to set up Device Direct products Click here

  10. Partner service agreements 4.2 Service Agreement for XRPS • It is recommended partners create a new customer service agreement to include references and benefits of XRPS as a managed print (MPS) offering. This should include the clause on device connectivity for device direct, include meter collection for billing and supplies information for managing toner . • The service agreement is a valuable tool in ensuring customers maintain device network connectivity, device communication to data servers and the customer will provide onsite support for potential remote diagnostic efforts from partner service team. • This is a recommended process whenever a devices stops communication and a simple fix is required that does not require a onsite visit • It will also allow you to set out the contract terms for connectivity to meet local legal requirements on data as required and confirm key statements on network and document security. • The service agreement is key to ensuring the customer understanding the new and improved service offering and the partner focus on improving the customer ownership experience.

  11. Service agreements & User licence In order to deploy XRPS, the customer devices must be successfully connected and sending data to the Xerox server. In this section you will find helpful information to overcome connectivity problems and customer concerns 4.1 Connectivity and licence agreements • XDA – When installing the software from Xerox.com the customer has to accept licence terms and conditions agreeing to Xerox & partners the use device data – This is called the End User Licence Agreement (EULA) • Device Direct – It is advisable to include a clause in your customer service agreements to cover the use of data, below is a link to examples of contract clauses Please click here to get the contract clause of Device Direct

  12. Connectivity - Basics In this section you can find technical resources to solve your customers connectivity and technical escalations. 5.1. Remote capability checking • Check the product is remote communication capable for both XDA and or device direct. Some products only support meter reading and others support both meters and supplies. There are also technical requirements for office and Production equipment especially if the product has a front end –Fiery/FFPS etc • Access most current product capability information from this link here. • Access the PNP XRPS tool and check single device snapshot report - confirm last communication date is current, if not, 1. check with customer device is still networked 2. communication to the xerox server is still enabled. • If device has communicated in the past but stopped check the “Technical support” section in the XRPS UAT Materials for latest product information on connectivity. Please click here

  13. 5. Connectivity - basics • Contact the customer and check device is still on the network and have the customer also check the communication status . This could be done remotely by partner service using a remote tool such as LogMeIn or other web access tool • If device is communicating to the server & no device data is seen the following day from your XRPS reporting escalate to Xerox tech support • The Xerox team have access to communication tools and escalated support to support problem resolution. • Xerox has developed a technical escalation process to support customers on Connectivity and XRPS issues. Please click here to download the document about XRPS Technical escalation process

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