The objective of this procedure is to
make sure that the issues raised in clients' Product Reports are responded to in
the fastest possible time.
On receiving a response in Categories 8 or 13, clients should take immediate
steps to provide the requested evidence and to send it to Fujitsu Services within 7 working days.
Should it not be possible to submit the additional evidence within 7 working
days, clients should contact Fujitsu Services to make suitable arrangements.
The original evidence will be retained for a total of 28 elapsed
days. After 28 days, clients who have been unable to supply the additional
evidence requested will have to supply the original evidence as well as the
additional evidence. The original Product Report number may be used, if
agreement to keep the Product Report open has been made with Fujitsu
Services. However,
if no agreement is made then a new number must be assigned
to the Product Report which will be treated as a completely new report.
The
28 day evidence retention period applies equally to Electronic Product
Reports (EPRs). EPRs must not be reopened, (or the associated MSR) 28
days after closure. A new EPR must be raised.
This ION modifies the procedure in the Fujitsu publication "OpenVME:Handbook 1: Maintaining the System"
-- Appendix A for paper Product Reports -- Appendix B for Electronic
Product Reports.
The Fujitsu Services (Large Systems Technical Services Unit) can be
contacted via the Call Management Centre as detailed in ION P51
