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Output | Software Solutions | Proofing | Color, Screening and Calibration | Scanning | Digital Photography | Consumables | POS
Support levels will be actually defined by each DU.
All failed items (disks, power supplies, cables etc.) will be shipped to DDN
for repair by the DU logistics.
10.1 First Level Support
The Response Center (RC) is the first line of support. Calls are initiated
by the customer via the call handling system. The RC should make contact with
the customer within 1 hour of the initial phone call to begin diagnosing the
problem. The RC does have remote diagnostic capabilities including remote access
using modem. Success rate for remote service should exceed 90%.
Note:
10.2 Second Level Support
If the RC is unable to resolve the customer's problem, a field engineer
will be dispatched to the site. Once on site, issues should be resolved within
4 hours.
10.3 Third Level Support
regional Field Product Specialists are the third line of support. They
will handle escalations from the onsite field representative.
10.4 Forth Level Support
The final level of technical support is the product support team - DU PSM
10.5 Extended support
Extended support is another opportunity to generate service revenue: For
the mission critical customer, extended support can be offered, based on the
various remote support and troubleshooting tools that are part of the offering.
10.6 Customer Serviceability
Once trained, the customer can replace a failed disk , an enclosure PS
and HSTD.
Also he will be able to change the zoning/user configuration.
The HSTD PS is too tricky for a customer to replace.
The RC will act as the front line of support for . Because of the remote troubleshooting
capabilities of (modem, RSS server in CSE).
Calls that cannot be handled through remote diagnostics will be dispatched to
field resources within the region. Additionally, the RC will have a technical
escalation path to the DU PSM when necessary.
11.1 Call Handling
Incoming support calls to the RC will be logged into the Call Handling
system for tracking purposes. The database will be structured so that reports
can be generated on: