Comtech EF Data SNM-1000 - Manual (Page 4)

ii
Network Customer Support
The Network Customer Support Plan identifies the steps to be followed in resolving the
Customer’s concern.
The resolution efforts will follow these levels of contact:
•
Level One Contact – Factory Authorized Service Center.
•
Level Two Contact – Comtech EF Data Customer Support.
•
Level Three Contact – Network Test and Field Support
Procedural Steps
Step Procedure
1 The Customer raises a concern with the Level One Contact.
2 The Level One Contact will perform Hardware repairs and Network Operations
troubleshooting in accordance with the Comtech EF Data Service Center
agreement.
3 If the Level One Contact is unable to resolve the concern, then the Level One
Contact will inform the Level Two Contact of the concern in accordance with the
instructions found within the attached Comtech EF Data Customer Support
Department’s document.
4 The Level Two Contact will enter the concern into the Comtech EF Data database
and determine whether the concern is a Hardware concern or a Network
Operations concern
5 The Level Two Contact will interface with the Level One Contact and provide
the appropriate hardware support and enter all correspondence into the Comtech EF
Data database.
6 If the Level Two Contact determines that the concern is a Network Operations
concern, then the Level Two Contact will inform the Level Three Contact.
7
The Level Three Contact will interface with the Level One Contact and provide
the appropriate support and enter all correspondence into the Comtech EF Data
database.
8 If the Level Three Contact determines that there is a Hardware failure then the
Level Three Contact will inform the Level Two Contact. Go to Step 5.