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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 30 Dell
If the CRE cannot meet the established ETA within the specified period,
the following procedure must be completed:
# Escalation Procedure
1.
The CRE contacts the customer to re-establish the ETA.
2.
The CRE contacts the support center to update the call.
3.
The CRE notifies Dell Technical Support of any ETA changes.
4.
The CRE contacts the on-site Support Manager.
If the CRE cannot reach the customer (Customer Delay), the following
procedure must be completed:
# Escalation Procedure
24. The CRE updates the call with the proper STOP CODE and electronically notifies
Dell.
25. The CRE notifies the on-site Support Manager.
26. The CRE notifies Dell after four unsuccessful attempts over four days to contact the
customer.
27. If the CRE cannot contact the customer, the CRE closes the call.
28. Dell closes the call.
If the CRE does not have the proper part in stock to take the call (Part
Delay), the following procedure must be completed:
# Escalation Procedure
1.
The CRE calls the Logistics Resource Center.
2.
The CRE notifies Dell electronically, updating the call with the proper STOP CODE.
3.
The CRE notifies the on-site Support Manager.
4.
The on-site Support Manager calls the Priority Desk for escalation and status of parts
shipment.
If a CRE spends approximately two hours on site and believes that the
problem cannot be solved within the specified timeframe, the CRE
escalates the call to local field management and Dell Technical Support.
If the problem is not solved during the first on-site visit, the CRE notifies
Dell Technical Support.
If customer satisfaction is below an acceptable level upon completion of
service, the CRE must notify the on-site Support Manager and Dell
Technical Support.
If the ETA has expired, the DSP Customer Support Center analyst pages
the CRE and telephones the appropriate DM/SOS for resolution. The CRE
notifies the on-site Support Manager.