Service Standards

At Xtra, we want to be sure our customers feel secure in the knowledge that their needs are our first priority. That’s why we have complied comprehensive service standards that will put your mind at rest. Our commitment is to provide your organization with exemplary service through our team of knowledgeable, experienced and certified service professionals. We ensure optimum performance during each service call to minimize business disruption and maximize up time. Our goal is to rectify your service issue on the first call.

Xtra Document Solutions - Service Standards - Service Responce

Service Response

Our response time is measured from the time the service call is placed to the time the technician arrives at your location. Xtra will respond to your service call within an average time of four hours during “Regular Business Hours”. The response time is calculated over a twelve month period and only emergency calls are included in the calculation.

Xtra Document Solutions - Service Standards - Service Escalation Process

Service Escalation Process

In the event that your equipment experiences three or more emergency visits [excluding operator errors and network related service calls] within a thirty day period, a problem alert will be generated. Field Service Management will be notified and a Specialist assigned to evaluate and provide on-site assistance if required. If the Specialist cannot resolve the problem within a reasonable amount of time, the issue will be escalated to second level support for diagnostics, troubleshooting and on-site support. If the Specialist cannot resolve the problem within a reasonable amount of time, the equipment will be picked up for further troubleshooting and testing on Xtra Documents premises. A loaner machine will be provided. If your equipment is deemed non-repairable¹ once brought onto Canon premises, an exchange unit of equal or greater value and functionality will be provided for the remainder of the Agreement.

Feel free to contact us with any questions or concerns

Xtra Document Solutions - Service Standards - Up-Time Guarantee

Up-Time Guarantee

Xtra Document Solutions guarantees average equipment (excludes production units) up-time of 97% or better on your fleet of equipment calculated over a twelve month period. Up time is calculated as follows:

Available business working hours minus total downtime² divided by Available business working hours

Xtra Document Solutions - Service Standards - On-Site & Diagnostic Service/Support

On-Site & Diagnostic Service/Support

Our certified Service professionals have expert knowledge of the Canon product line in order to provide you with high quality technical services that are second to none. In compliance with Canon’s service standards and an average of over 10 years field experience, our on-site Service Technicians provide equipment installation, onsite emergency service resolution, preventative maintenance³ and ongoing service maintenance and support.

Your Canon equipment will be serviced by Canon certified trained technicians both in the field and by telephone during regular business hours: 8:30am – 5:00pm, Monday to Friday.

Optional support is available outside of regular business hours upon request with twenty-four hours advance notice.

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Xtra Document Solutions - Service Standards - Parts Guarantee

Parts Guarantee

As a Canon authorized service dealer, we maintain parts inventory levels that provide you with the most efficient service possible. With inventory located in our service technicians’ vehicles, we have a full range of genuine Canon replacement parts accessible for immediate repair. In addition, our technicians are supported with parts warehouses, depots and delivery services. Our computerized tracking system monitors parts used from field and shop service and auto-replenishes parts usage on a regular basis. Parts are then picked, packaged and sent to a location most convenient for the technician. Genuine Canon replacement parts will be available for a period of at least seven years from the date of discontinuation of the equipment.

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1. Based on normal operating guidelines as per Canon’s product specifications.
2. Total down time in the calculation includes emergency calls only.
3. Preventative Maintenance is based on average monthly volume, customer application and equipment location. Preventative maintenance may be performed in conjunction with an emergency visit and in accordance with Canon’s maintenance guidelines.