Xerox eConcierge® FAQ’s (Frequently asked Questions)


What is the Xerox eConcierge service?

It’s the quickest, easiest way to order printer supplies. No more manually checking the supply levels of each of your networked printers, searching for model and part numbers, or looking for vendors who have your supplies in stock. Xerox eConcierge accurately gathers all the time-consuming details and delivers the information to you via email. When it’s time to place an order, the service pre-populates your shopping cart with the printer supplies you need, ready for your approval.

Why should I use the Xerox eConcierge service?

Spend much less time managing your printers, avoid supplies rush orders, and virtually eliminate downtime. In addition, after two consecutive supply orders for each individual Xerox® printer, Xerox will provide free lifetime service coverage* as long as you continue placing your supply orders through the Xerox eConcierge service. The lifetime service coverage has an average value of $1,280 per product. The savings on this extended service coverage for all of your eligible Xerox® printers adds up.

How do I use it?

The Xerox eConcierge service is provided at no cost by your Xerox Provider. The Supplies Assistant, a small desktop application developed by Xerox, supports networked office printers from a variety of manufacturers. You can conveniently review the status of all of your printers online, at any time from any location. If supplies are running low you will receive an email alert, and when you’re ready to place an order, the service provides an encrypted, secure online connection with one-stop shopping.

Which printers are supported?

The Xerox eConcierge service supports networked office printers and multifunction systems manufactured by Xerox®, HP, Lexmark, Samsung and Brother. It does not include printers on USB connections or devices under a Managed Print Service agreement.

What kind of supplies are used to fill my orders?

The printing supplies provided through the Xerox eConcierge service are genuine quality to ensure reliable performance, dependable print yields and the excellent print quality you expect. How quick is the service? Supplies are shipped within 24 hours after they are ordered. Standard shipment is ground, which can be upgraded to overnight whenever it’s needed. Order status can be reviewed online, at any time.

Is the service secure?

Yes, the Supplies Assistant communicates with the printers over your network through SNMP and HTTP protocols. Supply orders are placed through SSL secure encrypted data transfer.

Is my information secure?

Yes, orders are placed via a secure server managed by Xerox. The service is provided by your Xerox Provider who manages your account and can answer any questions you have about the service.

What are my payment options?

Orders are placed online using a credit card and your credit card information is not retained by the service. Payment on open account terms is also available. Contact your Xerox Provider for details.

What are the terms and conditions?

The Xerox eConcierge service can be used any time without further obligation. However, in order to earn and maintain the lifetime service benefit on Xerox® printers, the service must be used continuously without interruption. After 30 days and two consecutive supply orders for each individual Xerox® printer, the extended service coverage for that printer begins.

How do I install the Supplies Assistant desktop application?

Your Xerox Provider will supply a link to a Xerox webpage where you can download the Supplies Assistant desktop application. It’s quick and easy to install. Just follow the onscreen instructions to add it to a computer on the same network as the printers you support.