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Escalation

Service call escalation process | Contacts

Service call escalation process

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

  1. Call your local Response Center.
  2. On-duty Response Center staff (RC1) will attempt to solve the problem by:
    • Checking the UDRC Troubleshooting page
    • Checking for any calls against other debris removal systems in the RC database.
  3. If the RC staff can’t solve the problem, escalate to your CSC-PSS or RC2.
  4. If they can’t solve the problem, collect the following information and send to your CSC-PSS or RC2. They will add their comments and escalate to Product Development.
  What to Do Notes
1 Record the serial number of the device and customer site.  
2 Describe the symptom. How often and under what circumstances does the symptom occur?
3 Describe the process used at the site and the media used.  
4 Provide case report(s) and service call information. Include reports of any similar problems for this site.
5 Include results from list stats. In Service Shell, use list stats.
6 Include results from nvs dump. In Service Shell, use nvs dump.
7 Include results from bug zip. In Service Shell, use bug zip.
8 Describe actions taken so far. Include parts replaced and measurements taken.
9 Describe the current device status. For example, hard down.
10 Describe the impact on the customer. For example, press time lost.
11 Identify yourself. Include your name and mobile phone number.

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.

Contacts

RC2 Engineers

Louie Sutherland CAM RSS2 (Burnaby) Local 5765 Mobile 604-417-4348
Greg Banks CAM Local 2030 Mobile:  604-351-5619
Chris St. Louis CAM RC2 (Burnaby) Local 2064 Mobile 604-671-9365

CSC-PSSs

Contact the CSC-PSS for the output device that the UDRC is connected to:
Lotem 400 Contact list
Lotem 800 Contact list
ThermoFlex Wide Contact list
Trendsetter 400/800 Contact list
Trendsetter Autoloader Contact list
Trendsetter ContinuousLoad Contact list
Trendsetter Spectrum Contact list
Trendsetter NEWS Contact list
Trendsetter VLF Contact list
Trendsetter VLF Autoloader Contact list
VLF Platesetter Contact list

Product Development

Andrew So PD-PSM (Annacis) Local 5914 Mobile 604-761-8609

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