Templates – ITI

*** Start GRSD6102 Hardware Onsite Action Plan June 2005 ***

DISPATCH INSTRUCTIONS

WHAT SKILLS DOES THE ENGINEER NEED:(IS A SITE ENGINEER AVAILABLE?)
|> Add required skills here <| PARTS REQUIRED: USE INFORMATION IN TASK UNLESS ENTERED BELOW Part number |>Part Number<| Quantity |>Qty<| Description |>Description<| DOA New |>Yes/No<| Alternate Part |>Part Number<| DELIVERY REQUIREMENT |>Immediate / Next Day / Desk to Desk/Other please specify<| ONSITE VISIT DETAILS, USE INFORMATION IN CASE /TASK UNLESS ENTERED BELOW: Customer Name : |> Onsite customer’s contact <| Phone Number : |> Onsite customer’s phone number <| Email Address : |> Onsite customer’s email address <| Postal Address : |> Postal address of where the system is located <| Visit Date : |> Requested date for site visit <| Visit Time : |> Requested time for site visit <| Alternate Contact: |> Name & Phone No<| FIELD ENGINEER INSTRUCTIONS PROBLEM OVERVIEW: |> Overview of the problem <| *** System Error Message *** |> Insert either Solaris error messages or descriptive error (maximum 256 characters) <| *** End of System Error Message *** CONFIRM THE FAULT BY CHECKING: |> Messages, liaising with customer, diagnostic tests, <| WHAT ACTION DOES THE ENGINEER NEED TO TAKE: |> FRU, FIN, FCO, firmware update, patches add onsite action plan here <| SHOULD DYNAMIC RECONFIGURATION BE USED |> Yes/No <| CONFIRM THE FIX BY: |> Testing via OBP diags, SUNvts, from Unix, Messages <| PARTS AUTHORISATION CODE(s): |> Authorisation Code if the part to be replaced is included in ?FRU Controlled List?<| PARTS NOTE: |> Alternative parts, special instructions for the engineer <| IS AN OUTAGE REQUIRED AND HAS THIS BEEN AGREED WITH THE CUSTOMER: |> Yes/No <| DIAGNOSIS ENGINEER CONTACT : |> Name, Phone and email address of diagnosing engineer <| ALTERNATE CONTACT (7x24) : |> Alternate contact for diagnosing engineer (Name Phone and email address) <| ADDITIONAL COMMENTS: |> Requested time, estimated time to perform repair, any other useful information etc. <| **** End GRSD6102 Hardware Onsite Action Plan June 2005 ****** Start GRSD6101 Initial Technical Investigation Template March 06*** PROBLEM OVERVIEW: |> Describe the customer’s problem – What are their concerns ? <| IMPACT: |> What’s the impact on the customers business <| RELEVANT CONFIGURATION & STORAGE TYPE: |> Cluster, Server, Standalone, T3, VxVm, SAN, HDS etc.<| RELEVANT ERROR MESSAGES: |> Console, /var/adm, dmesg, LEDs on system <| DO WE HAVE A CURRENT EXPLORER OR IS "SRS" ENABLED (IF APPLICABLE)?: |> Date <| RECENT SYSTEM CHANGES (IF APPLICABLE)?: |> Hardware, software, location <| WHAT ELSE: |> Any other information that you feel should be recorded <| Is this a Secure Data site that will not allow Disk/Monitors/Tapes to be recovered |>Yes/No<| WHAT IS YOUR PRELIMINARY ANALYSIS: |> List the possible cause(s) of this problem <| NEXT ACTIONS PLANNED, IF ANY: |> Next action(s) that must be taken to resolve this incident <| *** End GRSD Initial Technical Investigation Template March 06****

Templates – Update

*** Start GRSD6105 Case Update Template Nov 05 ***

WHO: |> CUSTOMER/SUN ENGINEER (Name) WHO HAS ACTION <| WHAT: |> WHAT IS THAT PERSON GOING TO DO <| WHEN : NEXT AGREED CONTACT: |> DD/MM/YY HH:MM <| |> Timezone in GMT offset or Solaris format <| *** END GRSD6105 Case Update Template Nov 05 ***

Templates – Parts Only

***Start GRSD6104 Parts Only Template June 05 ***

PARTS REQUIRED:

Part number |>Part Number<| Quantity |>Qty<| Description |>Description<| DOA New |>Yes/No<| Alternate Part |>Part Number<| PARTS AUTHORISATION CODE(s): |> Authorisation Code if the part to be replaced is included in ?FRU Controlled List?<| DELIVERY REQUIREMENT |>Immediate / Next Day / Desk to Desk/Other please specify<| PARTS DELIVERY DETAILS : USE INFORMATION IN TASK UNLESS ENTERED BELOW Customer Name : |> Onsite customer’s contact <| Phone Number : |> Onsite customer’s phone number <| Email Address : |> Onsite customer’s email address <| Postal Address : |> Postal address of where the Parts are to be shipped <| Delivery Date : |> Requested date for Parts Delivery <| Delivery Time : |> Requested time for Parts Delivery <| Alternate Contact : |> Name & Phone No<| Special Instructions : |> Any special delivery instruction<| *** End GRSD Parts Only Template June 05 ***

Templates – Escalation

***Start GRSD6108 Case Escalation Template June 05 ***

*** 1.0 Problem Statement ***

1.1 Provide a single line object/defect summary of the current problem.
|> WHAT is WRONG with WHAT ? Give specific details further down <| 1.2 Provide more detailed problem description. |> Give detailed problem description <| 1.3 Reason for Escalation |> If Multiple Visit, provide previous caseid/date logged/problem statement/actions. Include part numbers where HW has been replaced <| *** 2.0 Available Data *** 2.1 List data that has been collected so far? |> explorer, product specific outputs <| 2.2 Where is the collected data? |> enter data extract here or supply complete and exact path to the location <| 2.3 What troubleshooting steps have been taken so far? |> List troubleshooting steps taken, stating what conclusion was reached <| *** 3.0 Requested Escalation Engineers Action *** 3.1 What is the next action for the Escalation engineer? |> What’s the first thing you expect the escalation engineer to do when he takes the case over <| 3.2 Have you been working with an Escalation engineer on this problem before? If so who? |> Name <| 3.3 What is the customers expectation? |> Customers expectation <| *** 4.0 Contact Information *** 4.1 State your contact information incase the Escalation engineer needs to contact you (Please state name, email and phone number including country/area code) 4.1.a Name: |> Name <| 4.1.b Email: |> E-mail <| 4.1.c Phone: |> Phone <| 4.2 State the native language that your contact speaks |> Language <| 4.3 State any additional languages in which the customer would be happy to continue the call |> List languages <| *** 5.0 Escalation Sign off *** 5.1 Name of Escalation Engineer (LDM) who has approved this escalation |> Name <| *** End GRSD Case Escalation Template June 05 ***

Templates – Closure

*** Start GRSD6107 Case Closure Template June 05 ***

TYPE OF CALL: |> Problem <| |> How To (Query) <| PROBLEM SUMMARY : |> Object: Defect <| SOLUTION : |> What Solved the problem <| IS CUSTOMER ISSUE RESOLVED : |> Yes/No <| IF NO , WHY WAS CASE CLOSED : |> Description of why case closed <| *** END GRSD6107 Case Closure Template June 05 ***

Templates – Closure

*** Start GRSD6107 Case Closure Template June 05 ***

TYPE OF CALL: |> Problem <| |> How To (Query) <| PROBLEM SUMMARY : |> Object: Defect <| SOLUTION : |> What Solved the problem <| IS CUSTOMER ISSUE RESOLVED : |> Yes/No <| IF NO , WHY WAS CASE CLOSED : |> Description of why case closed <| *** END GRSD6107 Case Closure Template June 05 ***

Templates – ITI

*** Start GRSD6102 Hardware Onsite Action Plan June 2005 ***

DISPATCH INSTRUCTIONS

WHAT SKILLS DOES THE ENGINEER NEED:(IS A SITE ENGINEER AVAILABLE?)
|> Add required skills here <| PARTS REQUIRED: USE INFORMATION IN TASK UNLESS ENTERED BELOW Part number |>Part Number<| Quantity |>Qty<| Description |>Description<| DOA New |>Yes/No<| Alternate Part |>Part Number<| DELIVERY REQUIREMENT |>Immediate / Next Day / Desk to Desk/Other please specify<| ONSITE VISIT DETAILS, USE INFORMATION IN CASE /TASK UNLESS ENTERED BELOW: Customer Name : |> Onsite customer’s contact <| Phone Number : |> Onsite customer’s phone number <| Email Address : |> Onsite customer’s email address <| Postal Address : |> Postal address of where the system is located <| Visit Date : |> Requested date for site visit <| Visit Time : |> Requested time for site visit <| Alternate Contact: |> Name & Phone No<| FIELD ENGINEER INSTRUCTIONS PROBLEM OVERVIEW: |> Overview of the problem <| *** System Error Message *** |> Insert either Solaris error messages or descriptive error (maximum 256 characters) <| *** End of System Error Message *** CONFIRM THE FAULT BY CHECKING: |> Messages, liaising with customer, diagnostic tests, <| WHAT ACTION DOES THE ENGINEER NEED TO TAKE: |> FRU, FIN, FCO, firmware update, patches add onsite action plan here <| SHOULD DYNAMIC RECONFIGURATION BE USED |> Yes/No <| CONFIRM THE FIX BY: |> Testing via OBP diags, SUNvts, from Unix, Messages <| PARTS AUTHORISATION CODE(s): |> Authorisation Code if the part to be replaced is included in ?FRU Controlled List?<| PARTS NOTE: |> Alternative parts, special instructions for the engineer <| IS AN OUTAGE REQUIRED AND HAS THIS BEEN AGREED WITH THE CUSTOMER: |> Yes/No <| DIAGNOSIS ENGINEER CONTACT : |> Name, Phone and email address of diagnosing engineer <| ALTERNATE CONTACT (7x24) : |> Alternate contact for diagnosing engineer (Name Phone and email address) <| ADDITIONAL COMMENTS: |> Requested time, estimated time to perform repair, any other useful information etc. <| **** End GRSD6102 Hardware Onsite Action Plan June 2005 ****** Start GRSD6101 Initial Technical Investigation Template March 06*** PROBLEM OVERVIEW: |> Describe the customer’s problem – What are their concerns ? <| IMPACT: |> What’s the impact on the customers business <| RELEVANT CONFIGURATION & STORAGE TYPE: |> Cluster, Server, Standalone, T3, VxVm, SAN, HDS etc.<| RELEVANT ERROR MESSAGES: |> Console, /var/adm, dmesg, LEDs on system <| DO WE HAVE A CURRENT EXPLORER OR IS "SRS" ENABLED (IF APPLICABLE)?: |> Date <| RECENT SYSTEM CHANGES (IF APPLICABLE)?: |> Hardware, software, location <| WHAT ELSE: |> Any other information that you feel should be recorded <| Is this a Secure Data site that will not allow Disk/Monitors/Tapes to be recovered |>Yes/No<| WHAT IS YOUR PRELIMINARY ANALYSIS: |> List the possible cause(s) of this problem <| NEXT ACTIONS PLANNED, IF ANY: |> Next action(s) that must be taken to resolve this incident <| *** End GRSD Initial Technical Investigation Template March 06****

Templates – Update

*** Start GRSD6105 Case Update Template Nov 05 ***

WHO: |> CUSTOMER/SUN ENGINEER (Name) WHO HAS ACTION <| WHAT: |> WHAT IS THAT PERSON GOING TO DO <| WHEN : NEXT AGREED CONTACT: |> DD/MM/YY HH:MM <| |> Timezone in GMT offset or Solaris format <| *** END GRSD6105 Case Update Template Nov 05 ***

Templates – Parts Only

***Start GRSD6104 Parts Only Template June 05 ***

PARTS REQUIRED:

Part number |>Part Number<| Quantity |>Qty<| Description |>Description<| DOA New |>Yes/No<| Alternate Part |>Part Number<| PARTS AUTHORISATION CODE(s): |> Authorisation Code if the part to be replaced is included in ?FRU Controlled List?<| DELIVERY REQUIREMENT |>Immediate / Next Day / Desk to Desk/Other please specify<| PARTS DELIVERY DETAILS : USE INFORMATION IN TASK UNLESS ENTERED BELOW Customer Name : |> Onsite customer’s contact <| Phone Number : |> Onsite customer’s phone number <| Email Address : |> Onsite customer’s email address <| Postal Address : |> Postal address of where the Parts are to be shipped <| Delivery Date : |> Requested date for Parts Delivery <| Delivery Time : |> Requested time for Parts Delivery <| Alternate Contact : |> Name & Phone No<| Special Instructions : |> Any special delivery instruction<| *** End GRSD Parts Only Template June 05 ***

Templates – Escalation

***Start GRSD6108 Case Escalation Template June 05 ***

*** 1.0 Problem Statement ***

1.1 Provide a single line object/defect summary of the current problem.
|> WHAT is WRONG with WHAT ? Give specific details further down <| 1.2 Provide more detailed problem description. |> Give detailed problem description <| 1.3 Reason for Escalation |> If Multiple Visit, provide previous caseid/date logged/problem statement/actions. Include part numbers where HW has been replaced <| *** 2.0 Available Data *** 2.1 List data that has been collected so far? |> explorer, product specific outputs <| 2.2 Where is the collected data? |> enter data extract here or supply complete and exact path to the location <| 2.3 What troubleshooting steps have been taken so far? |> List troubleshooting steps taken, stating what conclusion was reached <| *** 3.0 Requested Escalation Engineers Action *** 3.1 What is the next action for the Escalation engineer? |> What’s the first thing you expect the escalation engineer to do when he takes the case over <| 3.2 Have you been working with an Escalation engineer on this problem before? If so who? |> Name <| 3.3 What is the customers expectation? |> Customers expectation <| *** 4.0 Contact Information *** 4.1 State your contact information incase the Escalation engineer needs to contact you (Please state name, email and phone number including country/area code) 4.1.a Name: |> Name <| 4.1.b Email: |> E-mail <| 4.1.c Phone: |> Phone <| 4.2 State the native language that your contact speaks |> Language <| 4.3 State any additional languages in which the customer would be happy to continue the call |> List languages <| *** 5.0 Escalation Sign off *** 5.1 Name of Escalation Engineer (LDM) who has approved this escalation |> Name <| *** End GRSD Case Escalation Template June 05 ***