Customer Computer Support Log

Available Services 1-3
a. After hours calls are subject to an extended coverage charge.
b. Time and materials customers only
c. Time and materials customers only
4. A Service Representative will return your call.Be prepared with the following
information:
A. Write down or make a copy of any failure informationdisplayed on the system
console display terminal. If appropriate, record thefront panel display.
B. Take a memory dump of the system if possible.
C. Be prepared to answer these questions:
1. Is this an initial or recurring problem?
2. In what situation did the error occur?
3. Is any non-HP equipment used?
4. Was a memory dump taken?
5. Have any recent changes been made to the system?
5. Depending on the kind of malfunction, you may be asked to doa system backup.
How to Place a Software Service Call
1. Call the software service telephone number.
2.
Give the following information to theResponse Center Coordinator:
a
A. System/Network handle
B. Brief description of the problem(including any error message numbers displayed
on the screen orequipment)
D. Your company name
E. Name and telephone number of person to contactconcerningthe problem
3. The Response Center Engineer will return your call.Be prepared with the following
information:
How to Place a Hardware Service Call