| Latest update on problem reporting procedures:
From: TOOK::FRIES "Joe Fries, NSM-QA, 227-3175, now at TAY2-2/B5" 9-SEP-1993 14:46:03.49
To: TOOK::MINTZ
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There seems to be some confusion about problem reporting procedures.
QAR system: Use to report only problems in field test code.
We are *not* accepting or tracking any other problems here.
Notes File: Use for general and specific discussions of DECmcc related
issues and topics of interest including problems. *Noters* may
help with problems reported here.
The DECmcc engineers are *not* tracking any problems here.
For problems in released code, including DECmcc v1.3, contact a local
support organization:
- For critical problems, file a CLD
- For routine problems, file an SPR
The corporate definition of the levels of severity as described in
"Multivendor Customer Services & Engineering Problem Management Process
Revision 1.1" are:
Level 1 - CLD
A catastrophic outage. The customer cannot produce
and no procedural workaround exists.
Level 2 - CLD
A high impact problem. The customer's operation is
distrupted, but there is some capacity to produce.
Level 3 - SPR
A problem that involves partial noncritical
loss. Some operations are impaired but customer
continues to function.
Level 4 - SPR
A very minor issue with very limited loss or no loss
of functionality or impact to the customer's operation.
Level 5 - SPR
A Suggestion.
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| From: MSE1::VANROEKENS "Peter van Roekens DTN 227-3398 Multivendor Systems Engineering 06-Jan-1995 1609" 6-JAN-1995 16:18:55.46
To: @MCSLT @MCSDLT @SENIOR_ENG_MGRS
CC: @MSE_TEAM @MSE_DIS:MSE @SSMF @SSMF_INTEREST @QLT
Subj: A: Remedial Support Escalation Process Summary
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* PLEASE DISTRIBUTE WIDELY TO ALL ENGINEERING, MCS, AND SALES MANAGERS *
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Remedial support issues have become increasingly critical to our customers. In
order to ensure that our customers are receiving the best support possible, it
is very important to know and follow the proper remedial support escalation
process. While there are many documents such as the Escalation/Exception and
Crisis Management Worldwide Model and Process Guide or the Baseline Process
Flows that provide great detail, what follows is a summary of the escalation
process. Adhering to this escalation process will significantly improve the
potential for customer satisfaction and reduce unnecessary effort on
everyone's part.
Escalation Process Summary
1. The customer reports a problem to Digital through the formal Call
Handling Process. This is Zone dependent and well documented
in the Field. For example, it may be handled through an Operations
Control Center in Europe or a 1-800 number in the US.
2. At this point a Territory problem manager will be assigned. The
Territory problem manager is responsible for continuous customer
management and communication. This is a critical role throughout the
life of the escalation and should avoid the necessity of customer
escalations to senior management.
3. Territory resources are used first to identify, manage, and resolve
the problem to satisfy the customer if an escalation to Engineering
is not required.
4. If these resources are unable to resolve a remedial problem, the problem
should then be escalated to Engineering via a Call Handling System to
IPMT. The Territories must insure the problem has been isolated to the
best of their abilities, is well defined, and documented with all
supporting data included in accordance with the Remedial Support
Agreement (RSA). This will allow Engineering to effectively work the
problem when it is received. Using the same Call Handling System, the
Territories can escalate problems to Multivendor Systems Engineering
(MSE) when the problem involves multivendor interoperability issues or
if the nature of the problem is so complex that it cannot be isolated
by Zone/Territory resources. MSE will drive the resolution of these
issues with the support of the Zone/Territory and Engineering resources.
All of these remedial problems will be handled in accordance with the
Remedial Support Agreement (RSA).
5. The level of severity is assigned by the Territory problem manager
according to the Remedial Support Agreement (RSA). There are three
levels of severity plus a category for suggestions. Level 1 is
defined as catastrophic, and Level 2 represents a high impact for
the current supported version of a product. Level 3 is defined as a
noncritical problem with the expectation that it will be reviewed for
possible resolution in a future release. The last category represents
suggestions or a wish list for a future version of the product without
any strong expectations that they will be acted upon. During the course
of the resolution process the severity level may be downgraded or
upgraded with the agreement of Engineering and the Territories in
accordance with the process specified in the RSA.
6. The Territory problem manager is responsible for monitoring all Territory
escalations and pressing resolution with Engineering. If there is a
conflict between the Territory and Engineering, either side may utilize
Multivendor Systems Engineering (MSE) to arbitrate.
7. Upon receipt of an IPMT case, the receiving Engineering group either
accepts or reassigns the problem by contacting the Engineering
Manager of the appropriate group. If a reassignment agreement cannot
be reached, Engineering should contact MSE Problem Management.
8. The Territory and Engineering develop and execute a joint action plan
to solve the customer's problem and keep the customer informed. IPMT
is utilized to communicate action plan status and progress towards
problem resolution. Status is updated according to the RSA, e.g.
Level 2 problems are updated according to the Action Plan. This
update generally occurs at least once per week.
9. A resolution to the problem is proposed by Engineering and is either
accepted or rejected by the Territory/Customer. If an agreement
cannot be reached between the Territory and Engineering, then the
Territory problem manager and the Engineering Manager should
contact MSE Problem Management for assistance.
10. When the accepted solution is agreed to by the customer, the case is
closed.
Direct to Engineering Escalations
If the customer calls Engineering directly, Engineering should pass
the information to the formal Call Handling Process in the Zone. For
details of the Zone/Territory remedial escalation process, please
contact the Technical Expertise and Capability Function in the
Zones. The current contacts are Harry Dugas (DTN:483-4104) for the
Americas, Manfred Stein (DTN:865-2075) for Europe, and Faye Fitzpatrick
(DTN:730-5572) for AP.
Non-Remedial Issues
Other escalation requests will be handled via separate processes.
For example, major enhancement requests are handled via the Engineering
Commitment Process (ECP); non-technical problems/political issues are
handled by MCS Customer Relations; Pre-sales Support through the
Sales channels, etc.
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