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Version 0.3, 4 December, 2000 DCSE: PowerEdge 1550 Self-Study
Dell Page 21
• Advisory diagnosis/parts advisory.
• Type of operating system.
• Airbill and parts numbers.
• Special instructions or alternate contacts.
How the DSP Responds to a Service Request
For each service request, DSP completes several key tasks. The tasks are
covered in the following sections.
DSP Management Tasks
Within 15 minutes of receiving the call, the DSP electronically confirms
that the call was received. Then the DSP assigns the call an SRMS call
number and provides the call number to the DELL.
NOTE: The CRE is not responsible for completing these two tasks.
DSP CRE Tasks
The DSP CRE completes the following tasks:
Next Business Day Service
By 12:00 noon the day the DSP receives a call, the CRE provides the
customer and the DELL an estimated time of arrival (ETA).
Two-hour and Four-hour Service
Preliminary ETA
Within one hour of the time the DSP receives a call, the CRE provides an
ETA to the customer and to DELL.
Final ETA
Within one hour, the CRE calls the customer with the final ETA.
NOTE: DSP tracks every service call and escalates each call to DELL
Technical Support or management for assistance, expedited handling, or
remedial procedures as soon as any problem is noted on the call.
Details of DSP Response Procedures
The following sections provide details about selected DSP services. Ask
your manager for more information about services your DSP provides to
DELL customers.
Response Policies
Familiarize yourself with the following policies regarding how DSP
responds to DELL customer calls.