Technical Support
Plexus 9000 Planning and Engineering Guide
Issue 2, August 16, 2002
Section 130-300-000
9-2
Telica,
Inc.
When a call is first received, it must be determined whether the call is a
new call or open call. If it is a new call, an incident tracking number will
be assigned immediately, and the information entered into the system. If
the call is in reference to an open call, you must know the incident
tracking number so that Technical Services can retrieve the incident
information.
9.2.1 Call That Can be Solved Immediately
After determining whether the call is new or open, the Technical Services
Engineer may be able to solve the problem while you are on the telephone.
In this case, the Technical Services Engineer will document the resolution
and close the call. Every effort will be made to resolve the issue on the
first call.
9.2.2 Calls for Returning Hardware
If you need to return equipment, the Technical Services Engineer will
transfer you to the Return Material Authorization (RMA) Coordinator and
re-assign the incident in the Information Tracking System. Refer to
section 3, Hardware Repair and Return, in this document.
9.2.3 Calls That Require Escalation
When a call is received and an incident number is assigned, a level of
severity is also determined. Levels of severity are categorized as follows:
Level of Severity
Symptom
Examples
Minor
Problem does not
significantly
impair function of
the system
Request for equipment or
system service, request for
documentation, request for
training, information
requests, routine maintenance
Major Conditions
that
seriously affect
system operation
Short system outages,
reduction in measurement
function
Critical
Affects service
Total system failure,
reduction in capacity or
traffic handling capability
If personnel are not immediately available when a call is received, your
call will be returned according to the severity assigned. For instance, a
minor call is returned within 8 hours, and a major call within 4 hours. If
the call is critical, you will be placed on hold until a technical services
engineer can be located.