Escalation

NELA Preloader | Tech support call escalation process | RPSs | Regional PSSs | Product Development Contacts

Tech support call escalation process

Note: Keep your case number handy for all interactions with the Response Center and Product Development. Without a case number, your call cannot be fielded effectively.

1. Call your local Response Center with the case number handy.
   Note: Do not phone the Remote Product Specialists (RPSs) or Product Support Specialists (PSSs) directly.
   If you do not have a case number, indicate that you want to open a tech support call. You may have to wait (up to 30 minutes or so) for an RPS or your regional PSS to call you back, so it’s best to initiate the process as soon as possible.
2. 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:
     • PRM all (TMCE/GMCE)
       OR
     • nvs dump (MPE)
   • Results from bug zip or file collector
   • 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 (US&C only)

Regional PSSs

Product Development

Call the Response Center first. The following contacts are available in case of emergencies.

NELA PL-T Preloader Escalation (US&C only)

Call the Response Center first. The following contacts are available in case of emergencies.

When a PL-T problem cannot be solved by Kodak, only the Response Center is permitted to contact NELA to escalate.

Telephone support from NELA is free. Requests for a NELA engineer to go onsite require a PO and approval from the RC Manager with agreement from the RC Director.

Parts requests from NELA must always go through Alaina Slater.

1. Phone 651-407-4800, Monday–Friday, 7:30 AM to 5:00 PM Central Standard Time.
2. Provide a customer contact number and description of the problem.
3. After hours and during weekends and holidays:
   • Leave a number and a short description of the problem with the answering service.
   • A technician will return your call within one hour maximum.
4. If there are any problems with NELA’s response, please contact PD-PSS Frank van Eerdt.