Plexus 9000 Planning and Engineering Guide
Technical Support
Section 130-300-000
Issue 2, August 16, 2002
Telica, Inc.
9-3
You may, at any time, ask that the issue be escalated to management. The
Technical Service Engineer will then notify the appropriate manager.
If required, on-site technical support will be provided within 24 hours of a
customer request.
9.2.4 Complaints
You can submit most complaints by sending electronic mail to
. However, if you have an engineering complaint, you
must file form EO-143, in accordance with GR-230-CORE. Non-
engineering complaints will be recorded in the incident tracking system,
and will generate an e-mail to Technical Services and Quality Assurance.
Engineering complaints will also be recorded in the incident tracking
system, but acknowledgement of form EO-143 will be made by returning
an acknowledgement report, form 79-7020-ECCnfrmtn, by the end of the
working day following receipt of the complaint.
Regular and engineering complaints will be handled by an assigned
department, with the Technical Services Manager monitoring the
engineering complaint until the issue is resolved.
9.2.5 Closing
Incidents
Incidents will only be closed when all deliverables required to resolve the
incident, such as information, documentation, and software, are provided
to the customer.
9.3
Hardware Repair and Return
Plexus 9000 components being returned for repair or replacement must be
processed through the Telica RMA procedures. A hardware repair is
defined as an item returned to Telica due to a failure, with the returned
item being repaired and returned to you, the customer.
All hardware components and I/O modules are described in the
Planning
and Engineering Guide
in the section Hardware Description.