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Plexus 9000 Planning and Engineering Guide
Technical Support
Section 130-300-000
Issue 2, August 16, 2002
Telica, Inc.
9-1
9
Technical Support
Call That Can be Solved Immediately .....................................................9-2
Calls for Returning Hardware ..................................................................9-2
Calls That Require Escalation ..................................................................9-2
Repair and Return Shipping Instructions .................................................9-4
9.1 Installation
Support
On-site installation support is provided during the installation of the
initial release and, if necessary, during an upgrade. A Telica Customer
Service Engineer will be on site with you to perform the installation on
a previously scheduled date.
Note:
Most upgrades are done remotely.
If necessary, the Customer Service Engineer also will arrange for a
third-party installation contractor to help with the installation. This is
usually necessary when multiple systems are involved.
The Customer Engineer will verify acceptance of the installation with
you by obtaining your signature on an acceptance form.
9.2 Technical
Support
Telica Technical Services provides customer support for the Plexus 9000
24 hours a day, 7 days a week.
Technical Services uses an incident tracking system to assign, document,
track and report all customer call activity. All calls are assigned an
incident tracking number and are fully documented in the system, no
matter what the level of severity. Calls usually fall into one of several
categories:
•
Calls that can be solved on the telephone at the time of the call
•
Calls that inquire about returning hardware
•
Calls that require escalation
•
Complaints