Escalation

Service call escalation process | Contacts | Escalation Checklist

Service call escalation process

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

1. Call the Response Center at 1-877-788-2727.
2. On-duty Response Center staff will attempt to solve the problem by:
   • Checking the Prinergy Troubleshooting page
   • Checking for any calls against other Prinergy systems on the search service notification page
   • Asking someone else in the RC who knows more about Prinergy than you do.
3. If the RC person can’t solve the problem, s/he will escalate to the Prinergy RSS2.
4. If s/he can’t solve the problem, s/he will escalate to the appropriate SME (Subject Matter Expert).

Note: Advanced Flexo Screening escalations within CAM should go to Dominic Ibarra or Mike Bialko (contact info). If neither are available, contact Stephen Zmetana.

Escalation Checklist
Please review/complete the following checklist first and provide this information with your escalation from CSC to PD. This quick-reference checklist is intended to ensure that basic information has been gathered and the situation's criticality/urgency has been accurately assessed.

1. Record the case number (SAP service process number).
2. Identify the customer, customer location and version of Prinergy.
3. Record the name of Kodak on-site personnel.
4. Record the name of the CSC PSS that is involved with this case.
5. Has the CSC PSM or Escalation Manager (CAM) been notified of this case?
6. Can you reproduce the problem?
7. Have you collected the files / data for analysis?
8. Provide a short summary of the problem and the actions taken so far.
9. Assess the customer's expectations and production implications.
10. Assess the technical issue.
11. Identify the problem area and review the appropriate Top Ten List. Top Ten Lists located in SME Contact Info below.
12. Contact the appropriate SME for the problem area.

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

Product Development Team | Field Service/Regions

Product Development Team