Frequently Asked Questions

Find quick answers to common queries about our SSG Support Portal. Can’t find what you need? Contact us.

General

Is a global team that provides steady state support of Xerox™ software and third-party solution acquired through Xerox™.
Yes, you are the first one
We offered Portal and Phone for more information visit our Contact Us page to find the number that better serves your location.
English, Spanish, Portuguese, French and German
We are global support team that covers 18 time zones and hour support hours are (GMT): Monday-Friday 08:00 to 01:00.
We have different options that are based on the supported customer and the offering they are a part off. • Xerox™ Support: Option is for Xerox™ Employees that deliver support to customers • Partner Support: Option is for Xerox™ Global Partners and their respective Helpdesks • Customer (GCC) Support: Option is for Level 1 Xerox™ Global Helpdesk on behalf of End Users that have submitted a previous Break Fix Incident • Base Business: Option open for End Users which are not supported by a Level 1 helpdesk
Yes, you can request updates of your incidents through our portal using the Incident Status Form or calling our Global phone numbers.
Yes, you can upload attachments up to 5 MB
Your incident number will be display on the portal after you have completed the form and submitting. Also, there will be an email sent to the address enter on the contact information on the form.
Our response time on non-critical issues is 2 hours and on Critical issues is 1 hour.
Our Analyst go through your contact information and use your email and phone number to open the communication to resolve your incident.
The resolution is dependent on a few factors, most relevant are the availability of our customer and their IT departments. Our average resolution time is 5 days
Yes, a notification will be sent when your incident is close, in most cases the analyst will also notify you during the diagnostic process of your issue what solution will better resolve your issue.
On all communications coming from the analyst on the signature you will be provided a link to a survey on which you can provide your feedback
Our analyst will provide a progress update every 48 hours on all the incidents they are actively working.
You can engage the Xerox™ Software Support Group for all software related issues.

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