Escalation

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

Service call escalation process

The escalation process for Creo DU support personnel, using 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 and Tamar Kadman.

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: +32.2.352.3090
2. On-duty Response Center staff will attempt to solve the problem by:
   • Checking the Troubleshooting page
   • Checking for any other calls on the search service notification page
3. The PD-PSS will verify whether it is a ThermoFlex problem or an ThermoFlex TIFF FE problem.
• If it is a ThermoFlex problem, the call will be assigned to the ThermoFlex SME.
• If it is a ThermoFlex TIFF FE problem, the ThermoFlex PD-PSS will assign it to the ThermoFlex TIFF FE PD-PSM and the call will be assigned to the ThermoFlex TIFF FE 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 Petach Tikva city code is 03, outside Israel, dial 972-3- and then the 7 digit number.

See also

ThermoFlex Escalation contacts