Customer Computer Support Log

2-2 Hardware Historical Records
Service Call Entries
Upon arriving at a customer site to answer a service call, the CE enters the start time and any other perti-
nent information into the appropriate History Log. The CE then reviews the History Log and informs the
customer of the plan of action.
Before leaving, the CE enters the corrective action information in the appropriate History Log. The CE
explains to the customer what was found, the corrective action taken, and the current status of the system.
If further action is required, the CE informs the customer of the estimated completion date. Any commit-
ments are recorded on the appropriate History Log. If the problem is escallated, the EPICS number is also
recorded on the History Log.
Exceptional Problems
Difficult, recurrent, or unusual system problems are reported by the CE to the HP manager and sales repre-
sentative. In these cases, a plan of action is created and the customer is kept informed of the plan status.