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Service coordinator responsibilities, Determining problem severity, Placing a service call – Ricoh INFOPRINT XT GLD0-0025-01 User Manual

Page 111: Determining the version of infoprint xt, Service, Coordinator, Responsibilities, Determining, Problem, Severity

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Service

coordinator

responsibilities

It

is

your

responsibility

to

provide

a

service

coordinator

for

InfoPrint

XT.

The

service

coordinator

must

be

a

knowledgeable

Windows

system

support

person.

The

service

coordinator

does

these

tasks:

v

Screens

all

on-site

problems

before

reporting

them

to

make

sure

that

the

problem

is

not

a

result

of

an

operator

error.

The

coordinator

uses

the

troubleshooting

information

in

this

publication

to

do

diagnostic

tasks

and

corrects

any

condition

that

the

troubleshooting

information

addresses.

The

coordinator

also

makes

sure

that

the

problem

is

not

a

previously

reported

problem.

v

Establishes

the

severity

for

a

reported

problem

using

the

severity

definitions

that

the

next

topic

lists.

v

Assists

technical-support

representatives

in

analyzing

new

problems.

v

Applies

and

verifies

fixes

that

InfoPrint

Solutions

Company

supplies.

The

service

coordinator

tests

all

fixes

before

releasing

them

to

their

production

environment.

Determining

problem

severity

InfoPrint

Solutions

Company

supplies

fixes

for

all

valid

defects

in

InfoPrint

XT.

A

technical-support

representative

and

your

service

coordinator

assign

a

severity

to

each

valid

defect

using

this

criteria:

Severity

1

Function

is

inoperable.

Severity

2

Function

is

operable,

but

has

severe

restrictions.

Severity

3

Function

is

operable

with

minor

impact,

or

a

work-around

is

available.

Severity

4

Function

is

operable

with

little

or

no

impact.

Placing

a

service

call

To

report

a

problem,

call

1-800-IBM-SERV.

Make

sure

that

you

have

the

customer

number

for

your

account

available.

The

program

identification

(PID)

for

InfoPrint

XT

is

5799-RZA

and

the

component

ID

is

5799RZA00

.

Determining

the

version

of

InfoPrint

XT

To

determine

the

version

of

the

InfoPrint

XT

software:

1.

Click

Start→Control

Panel→Add

or

Remove

Programs

.

2.

After

the

list

of

programs

displays,

select

the

entry

for

InfoPrint

XT

and

then

click

the

support

information

link.

Chapter

7.

Troubleshooting

InfoPrint

XT

91