Customer Request Management Branch Office/Representative Office Customer Support Manager Onsite (Customer Engineer Support (Tier-1 800 Customer Support Support Group After-Sales Service Module Operation Mode Representative Engineer) Leader) Product Director Accept ● ● ● ● and Alert ● Assign Support ● Engineer Assign Support ● Group/Support Coordinator Group Assign Support ● Coordinator Initial support ● Submit Progress ● Report Edit Detailed Info ● Customer Apply for SLA Incident, ● Change Problem Validate SLA (Product/ ● Change Service/ Apply for Documentation), ● Escalation Consultation, for Assistance ● Transferring Handling Group Validate ● Transferring Group Apply for ● Suspension Validate ● Suspension Apply for ● Cancelling Service Validate ● Cancelling Service Apply for Ticket ● Closure
Customer Request Management Branch Office/Representative Office Service Module Operation Mode 800 Customer Representative Onsite Engineer (Tier-1 Support Engineer) Customer Support Manager (Customer Support Support Group Leader) After-Sales Product Director Customer Incident, Problem (Product/ Service/ Documentation), Consultation, Assistance Handling Accept ● ● ● ● and Alert ● Assign Support Engineer ● Assign Support Group/Support Coordinator Group ● Assign Support Coordinator ● Initial support ● Submit Progress Report ● Edit Detailed Info ● Apply for SLA Change ● Validate SLA Change ● Apply for Escalation ● for Transferring Group ● Validate Transferring Group ● Apply for Suspension ● Validate Suspension ● Apply for Cancelling Service ● Validate Cancelling Service ● Apply for Ticket Closure ●
ECC-CSC%20System%20(V7.5.2)%20User%20Manual-Customer%20Reuqest%20and%20Internal%20Request%20Management.docx