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EGS Technologies Support Services

Customer Fault Logging Procedure

PURPOSE

PROCEDURE

1. When a fault occurs, first collect the following information:
   
   
   Name and Role in organization
   Company
   Equipment Make, Model and Serial Number
   Description of fault
   
   
   
2. Call EGS Support Services on the dedicated EGS Support Services number provided.

   An EGS Support Engineer will take details of the problem and log the call.

   Please Note: EGS Support Services provide telephone support between 09:00 and 17:30 Monday to Friday. Customers with an extended hours contract should call the extended hours number supplied as part of their contract.
   
   
3. The Engineer will give a Call Reference number, and his/her name as a reference. They will then work with the Customer until the problem is resolved, or a work around is found.

   
   

4. If the Engineer requires further information, they may request that the Customer sends an email detailing the information. This should be emailed to: unless an alternative specific email address is given.
   

5. If the Engineer determines there is a hardware fault, and the item needs to be returned for testing, they will issue a Return Materials Authorisation (RMA) number. See the RMA Procedure for details.
   

6. Once the problem is resolved to the Customer's satisfaction, the call will be closed.