Dell PowerEdge 1550 Self-study Manual

Also see for PowerEdge 1550: Installation guide Installation guide Information update Manual Owner's manual

Contents

Dell PowerEdge 1550 Self-study Manual Manual pdf 33 page image

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