Escalation

Service call escalation process | Logging output problem reports | Contacts | See also

Service call escalation process

For Creo DU support personnel to use the Escalation form:

1. Save the Escalation.xls form to your Desktop.
2. Fill out the form.
3. Send an electronic copy to Yoav Telem.

The escalation procedure for logging a service call is as follows:

1. Call the Response Center:
   • North America: 1-877-788-2727.
   • European Support Center:
     http://escweb.ceu.creo.com/servlets/ESCWebMain
     
2. On-duty Response Center staff will attempt to solve the problem by:
   • Checking the CS Xpose 2.00.064 Troubleshooting page
   • Asking someone else in the RC who knows more about CS Xpose than you do.
3. If the RC person can’t solve the problem, s/he will escalate to the Prinergy PD-PSM of your CSC.
4. The PD-PSM will determine whether it is a Prinergy or CS Xpose problem.
• If it is a Prinergy problem, the PD-PSM will contact the appropriate Prinergy SME.
• If it is a CS Xpose problem, the Prinergy PD-PSM will send the call to the CS Xpose Core Team Leader: Yoav Telem.
• The CS Xpose PD-PSM will send the call to the appropriate CS Xpose SME.
5. If the Prinergy PD-PSM thinks that it is an expose (not a workflow) problem, the call will be assigned to the Lotem PSM of your CSC and the Lotem PD-PSS: Itai Peperovich.
6. The Lotem PD-PSS will verify whether it is a Lotem problem or a CS Xpose problem.
• If it is a Lotem problem, the call will be assigned to the Lotem SME.
• If it is a CS Xpose problem, the Lotem PD-PSS will assign it to the CS Xpose PD-PSM and the call will be assigned to the CS Xpose SME.

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

Logging output problem reports

To log a problem report post a note to:
outlook/Public Folders/All Public Folders/Creo Israel (CIL)/CIL-PSG/Escalations

Contacts

Note: Within Israel, the Herzliya city code is 09, outside Israel, dial 972-9- and then the 7 digit number. 

See also

• Prinergy to Lotem Quantum Beta Escalation process
• Prinergy 2.1 escalation contacts
• Lotem 800 II escalation contacts
• Lotem 400 Quantum escalation contacts