|
VME Support
| Identifier |
S198 |
Issue |
1 |
| Title |
Logging calls with the Fujitsu Services Call Management Centre. |
| Priority |
C |
| Date |
2006/10/19 |
Logging calls with the Fujitsu Services Call Management Centre.
The Fujitsu Service Call Management Centre (CMC) gives you a single point of contact for all your service requests.
The Call Management Centre uses a system designed to log calls on all types of hardware and software from all levels of client staff.
We appreciate that some of the questions may seem unnecessary. However, to ensure that your call is routed quickly to the correct support team,
the following details will assist you.
(You may be subsequently asked to submit evidence with a Product Report Form. Details of how to
do this can be found in the Fujitsu Services Publication "OpenVME:Handbook 1: Maintaining the System" -- Section 2.16 and Appendix B
describe the submission of Electronic Product Reports -- Appendix A describe the submission of paper Product Report Forms.)
- Your contact point is:
0870 609 0057
- Client Reference Details:
Please be prepared to supply at least one of the following (please see notes):
SITE IDENTIFIER
SYSTEM NUMBER
MDB PREFIX
- Name and phone number:
Give YOUR name and phone number AND the name and phone number of the person requiring a call back if you are logging a call for someone else. Also could you indicate if there is any time when it would not be convenient to receive a call.
- Call Details:
Please describe your problem clearly and concisely.
- System Type Please:
Be prepared to describe your system type, e.g. Trimetra (Please see notes.)
- Product:
Please try to relate your problem to an actual product if possible. (Please see notes).
- Call Type:
Indicate whether you believe the problem to be Hardware or Software.
- Priority :
Please give your call a priority in the range of A to C. (Please see notes.)
- Call Number:
Please record the Call Number you are given and refer to it if you need to contact Fujitsu Services again about this call.
Some Notes of Explanation
Client Reference Details
The SITE IDENTIFIER is the most important of these three though you should also have available your SYSTEM NUMBER and MDB PREFIX.
System Type
You may be registered for several SYSTEM TYPES and the call taker should have details of them all. The call taker may know by now which system is involved but you must confirm this.
If your problem is of a Networking nature (e.g. involves a terminal and a mainframe) then please specify a SYSTEM TYPE of "NETWORK".
Product
Be careful not to specify the wrong PRODUCT. If you are not sure it is better to use a generic product name eg VME . However if you are confident then give more detail, e.g. QUICKBUILD, TPMS or INGRES etc.
Priority/Severity
Please make the priority/severity of your call clear and observe the following impact statement definitions. (Priority is in range 'A' to 'C'. This may be referred to as Severity which has the corresponding range of '1' to '3').
Priority/
Severity |
Definitions |
A/1 |
- Business is stopped or in imminent danger of being stopped. This may apply to an organisation, a department or a user.
- No circumvention is possible.
- No alternative system or process is available |
B/2 |
- Business is significantly restricted or impaired.
- No circumvention is possible.
- No alternative system or process is available |
C/3 |
- All other circumstances (any business impact should be specified) |
| Comments
are welcome and may be sent to: |
VME Customer Care Unit
Fujitsu Services
Central Park
Northampton Road
Manchester
M40 5BP
England |
E-mail:VME.support@uk.fujitsu.com
Telephone: +44 (0)870 325 3354
Fax: +44 (0)870 325 3526
|
Find
out more now
To find out more about VME contact us by using the feedback form or
call Fujitsu Services on +44 (0)870 242 7998, Fax +44 (0)870 242 4445.
Copyright © Fujitsu Services Limited 2008
All rights reserved.
Copyright in this document remains vested in Fujitsu Services and no copies may
be made of it or any part of it except for the purpose of evaluation
in confidence.
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