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Version 0.3, 4 December, 2000 DCSE: PowerEdge 1550 Self-Study
Dell Page 27
• Logistics area/site.
• DSP part number.
• Date of failure.
• Failure detail (clear description of the failure as opposed to a reported
symptom).
• CRE’s name/organization and assignment number.
NOTE: Below the CRE’s name, the CRE should include the CRE’s Dell
service identification number.
Dell cabinet serial number (TAG) (the five-digit, alpha-numeric number
located on the back of the system)
Return type
“Did Not Consume” forms for any part not installed and returned to Dell
in good working condition
NOTE: Dell verifies tags for quality of information being reported.
Escalation Process
Description
Escalations are situations that require a transfer of responsibility from the
Dell Service Provider (DSP) to the Dell Marketing Limited Partnership
(DELL) or vice versa. Escalations are coordinated by product to the Dell
Technical Support Service Group and to the DSP on-site Program Office.
This module provides an overview of the escalation process. Dell has
provided your manager a procedure manual that addresses escalation
processes unique to your region.
The DELL Technical Support or Service Alliance Manager is the contact
point for DSP escalation. The DSP PMO or Call Center Operations is the
contact point for DELL escalation.
You can find details of each DSP-specific process in the DSP Procedure
Manual (PM) which defines the processes and procedures required for
delivery of services to be performed by the DSP to support DELL
customers. Your manager has a copy of the PM and can answer questions
pertaining to your DSP process.
Typical Reasons for Escalation
A number of situations warrant escalation. The DSP and DELL work to
provide the customer a resolution to the escalation. Typical instances for
escalation include the following: