Escalation

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

Service call escalation process

The escalation process for Kodak 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 to 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 device problem or Xpo problem.
• If it is a device problem, the call will be assigned to the Magnus 400/Lotem 400 Xpose SME.
• If it is an Xpo problem, the Xpo PD-PSS will assign it to the Xpo PD-PSM and the call will be assigned to the Xpo 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

• Magnus 400 Escalation contacts
• Lotem 400 Xpose Escalation contacts