Escalation

Service call escalation process | RC2s | CSC-PSSs | Product Development Contacts

Service call escalation process

Note: Keep your SP number handy for all interactions with the RC and Product Development. Without an SP number, your call cannot be fielded effectively.

1. Call your local Response Center with the SP (service process) number handy.
   Note: Do not phone the OD-PSSs or the CAM-FPSs directly.
   If you do not have an SP number, indicate that you want to open a service call. You may have to wait (up to 30 minutes or so) for an RC1 to call you back, so it’s best to initiate the process as soon as possible.
2. On-duty Response Center staff (RC1) will attempt to solve the problem by:
   • Checking the Auctus Troubleshooting page
   • Checking for any calls against other Auctus systems in AskMe.
3. If the RC1 can’t solve the problem:
   CAM: RC1 will escalate to an RC2.
   CAP: escalate to your CSC-PSS.
4. If the RC2 or CSC-PSS can’t solve the problem, he or she will add their comments and escalate to Product Development along with the following information:
   • Serial number of the device
   • Description of symptom (include how often and under what circumstances symptom occurs)
   • Description of process used at the site (example: are plates pre-punched?)
   • Device history (example: any changes implemented near the time when the problem first started to occur)
   • Results from the following commands:
     • image stats
     • prm all
   • Results from bug zip in Service Shell
   • Actions taken so far (include parts replaced and measurements taken)
   • Current device status (example: hard down)
   • Impact on customer (example: press time lost)

Note: Once the problem has been solved, share the wealth! Submit details about the problem and solution using the Submit Troubleshooting Info link at the top of this page.

Contacts

RC2 Engineers