What Is Platinum Support?
Platinum Support is a premium Managed Print Services (MPS) offering that provides customers with a dedicated Platinum Specialist focused on account success, service quality, and ongoing value.
Xerox has organized an account management structure with professional resources dedicated to our customer’s success and satisfaction. The Platinum Specialist is an integral part of the Managed Print Services (MPS) solution and assists with all day-to-day service operations. This role is aligned to customer objectives and accountable for Xerox performance in meeting service level agreements while providing exceptional service.
Key Responsibilities of the Platinum Specialist
The Platinum Specialist will:
Act as a dedicated resource aligned to customer objectives
Drive ongoing innovation and value for the customer’s business
Establish and maintain relationships with:
Customer IT
Accounts Payable
Facilities Management
Other applicable departments
Ensure consistent communication across the customer environment
Manage customer escalations and ensure satisfaction across the account
Manage machine moves, adds, changes, and disposals (MACD)
Assist with Xerox Device Agent connectivity
Work with the Helpdesk Team to monitor:
Automatic supply replenishment
Preventive service calls
Address supply and service escalations
Assist with like-for-like replacements or loaner devices when needed
Ensure all billing and invoice issues are handled in a timely manner
Ensure lease and service contracts are accurate and up to date
Maintain database accuracy so parts and supplies are delivered correctly
Track end-of-service devices and help create upgrade strategies
Compile data from walk-throughs and assessments
Review invoices with the customer and address discrepancies
Conduct:
Monthly Communication Meetings
Quarterly Business Reviews (QBRs)
How to Get a Platinum Support Quote
Platinum Support pricing is not automatically generated in PREO and must be requested separately.
Quote Request Process
Send an email requesting a Platinum Support quote to:
Keisha Brown 📧 Keisha.brown@xerox.com
Include all relevant deal or account details needed for pricing (customer name, scope, devices, etc.).
Wait for the quote to be returned via email.
How to Enter Platinum Support into PREO
Once the Platinum Support quote is received, follow the steps below to ensure it is entered and approved correctly.
Step 1: Upload the Quote
Open the deal in PREO.
Navigate to the Document Center - Additional Docs section.
Upload the Platinum Support quote received from Keisha Brown.
This upload is required for approval validation.
Step 2: Add the Platinum Support Cost
In PREO, go to the Contracts tab.
Add a new line item:
Charge Type: MISC Charge
Enter the exact dollar amount from the Platinum Support quote.
This MISC Charge will add the Platinum Support cost to the overall deal.
Step 3: Approval via Meter Request
All MISC Charges require approval through the Meter Request process.
During approval:
The approver will verify that the MISC Charge amount matches the uploaded quote in Additional Docs.
Once validated, the MISC Charge will be approved and applied to the deal.
Key Reminders for Sales
✅ Platinum Support must be quoted separately
✅ Always upload the quote into Additional Docs
✅ The MISC Charge amount must match the quote exactly
✅ Approval will not be granted if the quote is missing or amounts do not match
Questions or Support
For pricing questions, always start with the Platinum Support quote request. For PREO entry or approval questions, please engage the PreoBot.