- The TAC Global Call Center handles all incoming telephone and e-mail messages, as well as queries through the Web.
- The TAC Global Call agent opens a case and verifies the customer's entitlement.
- The customer will have to provide information on the support contract in place with Expand and describe the problem in detail. The customer sets the priority of the case and obtains a case number. The TAC Global Call agent will assign a 1st level engineer to handle the case.
- The 1st level engineer contacts the customer via e-mail or by phone, if appropriate. If a 1st level engineer can't resolve the problem he will escalate the problem to a 2nd or 3rd level engineer that can handle the case.
- For customers who have on-site support maintenance, if found necessary a field engineer will be sent to the site with a replacement unit.
- In the case of a hardware failure, a replacement unit will be sent to the customer site according to the level of maintenance.(see RMA procedure)
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Development engineering - The support engineer may involve the product development engineers to help in diagnosing and fixing problems that are related to software or hardware problems. In instances where a problem with the software is detected, the developer will identify the bug and provide information to resolve critical problems.
Logistics - The support engineer may direct the customer to the Logistics department for parts distribution as part of problem resolution.
Director of Technical Services - The Director of Technical Services who manages the TAC may be notified when severe degradation problems are not addressed within preset time parameters.
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When reporting a case, the customer has to identify the priority level of the problem:
- Priority 1 - Network Down - Production network is down, causing critical impact to business operations if service is not restored quickly. No workaround is available.
- Priority 2 - Impaired Performance - Network performance is degraded. Network functionality is noticeably impaired, but most business operations are still functioning.
- Priority 3 - Information or Assistance - Calls, pertaining to general technical questions, require information or inquiries and assistance on Expand's product capabilities, installation or configuration.
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Customers have the flexibility to change the priority level of a case at any time. Cases with different priorities are handled as follows:
Priority 1 - Call back within thirty (30) minutes during normal business hours 8:00 a.m. - 5:00 p.m. EST and one (1) hour for non-business hours.
Priority 2 - Call back within two (2) hours during normal business hours 8:00 a.m. - 5:00 p.m. EST and four (4) hours for non-business hours.
Priority 3 - Call back within 24 hours
The customer will determine whether the case can be closed if the problem was resolved satisfactorily. The case will then be added on to the Knowledge Base (read details on the Knowledge Base). A customer may reopen a case at any time.
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Many software problems are caused by configuration errors, and support engineers can deliver instructions for fixing these errors by phone and/or email. In cases that require software modifications, Expand Networks uses File Transfer Protocol (FTP) to deliver software patches. Support Engineers deliver workarounds for problems that require significant modifications that are too complex to be encapsulated in a single patch.
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In the unlikely event that a call has not been handled satisfactorily, a customer can request escalation to the next-level manager.
The TAC may escalate a call to development engineering when a problem cannot be resolved within the scope of TAC resources. When a serious problem is discovered and support engineers are unable to develop a valid fix or workaround, development engineers will create the solution. In other cases, a development engineer may be called in for consultation during the problem-solving process.
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When problems involve multiple vendors, Expand Networks will work with these vendors to resolve problems. A TAC support engineer will continue to work with the customer to ensure that a fix is available after the companies involved have provided solutions. Expand TAC support engineers will take on the responsibility of resolving all issues that may arise even when the Expand Networks product is not the source of a failure.
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Support engineers work to diligently document known problems and issues because it is instrumental in expediting problem identification and resolution. Each "closed" case provides Expand Networks with valuable information on various customer environments, operating conditions, device features, functions, failure modes, and ways to address associated problems. Customers may also use this information to anticipate problems and to resolve others without TAC intervention.
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