Escalation

Service call escalation process | 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 US&C-PSSs 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 ThermoFlex Wide Troubleshooting page
   • Checking for any calls against other ThermoFlex Wide systems in the AskMe database.
3. If the RC1 can’t solve the problem:
   US&C: RC1 will escalate to a Remote Product Specialist (RPS).
   EAMER, GAR, KJP: escalate to your Regional-PSS.
4. If the RPS or Regional-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?)
   • Results from the following commands:
     • list stats (MPE) or image stats (MCE)
     • nvs dump
   • 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

RPSs

Regional PSSs

Product Development