Procedimiento para Solicitar Escalamiento de Casos Técnicos Trend Micro.
Introducción
El artículo publicado nos indicará que hacer para solicitar el escalamiento de un caso técnico en Trend Micro enviando un correo a la cuenta PSE@trendmicro.com con la información del adjunto modelo indicado y la tabla al pie, con los textos base que la acompañan.
Resumen Referencial
Caso
Escalado a fábrica
Tipo
Permanente
Dirigido a:
Personal Técnico
Tiempo de lectura est.
5min
ESCALATION MANAGER Template V6
SR ID
Product Information
About Client
Client Name
Client Country
Client contact name
If Applicable
Clien email
If Applicable
Client Telephone
If Applicable
Number of users
About partner
Partner name
Nextcom Systems
Partner contact name
Partner email
@nextcom.com.pa
Partner Telephone
+507 394 14 05
About case
Reason for Escalation / Business Impact
P2
P1:
Issues where major Trend Micro product or service components are rendered inoperable
Critical impact to business operations
No workaround available
Around the clock Customer and Trend Micro commitment address the incident
P2:
Major Trend Micro software performance or services operation components severely impaired or degraded
Significant impact to business operations
P3:
Major Trend Micro software or service function impaired but operational
Minor Trend Micro product or services component function not working as documented
Medium to low business impact
Workaround available
P4:
Cosmetics Trend Micro impairment or request for enchancement feature
Little or no business impact
No immediate resolution required
Request for general information or questions
Brief histoty of what has been provided or done before escalating this case
Current Case Priority
S2
Date Submitted to Support
Case age
Number of user
Status
Customer Update