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========================== CRITSIT TEMPLATE ============================
**********************************************************************
* *
* TO ESCALATE CRITICAL CUSTOMER SITUATIONS TO CRITSIT STATUS, *
* PLEASE COMPLETE THIS TEMPLATE AND SEND TO THE FOLLOWING: *
* *
* REGION FOR HARDWARE - ALL COPY GNK PO MGR - BREID @ IBMGB *
* =================== *
* NORTH - LJOLLY @ IBMGB, SMCGOWAN @ IBMGB *
* NORDIC - OATES @ IBMGB *
* WEST - J1LOUGHR @ IBMGB *
* CENTRAL - GBEACHER @ IBMGB, JOSHEA @ IBMGB, *
* DDUNN @ IBMGB, KENNEDY @ IBMGB *
* SOUTH - IJPATERS @ IBMGB *
* *
* YOUR COUNTRY TECHNICAL SUPPORT MANAGEMENT. *
* *
* THE GREENOCK-PSG PROJECT OFFICE WILL FOLLOW UP *
* AND MANAGE THIS PROBLEM TO RESOLUTION. *
****************************************** VERSION 06/01/99 **********
IBM CONFIDENTIAL (when completed)
Originators Name : _______________ External tel: _____________
VM ID : Node____ ID______ Mobile Phone : _______
Situation Manager: _______________ External tel: _____________
VM ID : Node____ ID______ Mobile Phone : _______
Customer Name : _______________ City : _____________
Industry Sector : _______________
(Insurance, Finance, Government, Transport, Manufacturing & Retail)
________________________________________________________________________
Business Partner or Dealer :____________________
________________________________________________________________________
If a Technical Conference call between Greenock or a US Development Lab
is required, the contact person with the technical details is :
Tech Contact : _______________ External tel: _____________
VM ID : Node____ ID______ Mobile Phone : _______
________________________________________________________________________
Account Representatives Information.
These contacts will be notified with Critsit updates.
Lead Marketing Account Rep : _______________
VM ID : Node____ ID______
Business Unit Exec for Account : _______________
VM ID : Node____ ID______
________________________________________________________________________
FOR PSG Servers Only
Has this system been the subject of a SPORE request? Y/N ___
If not, are all attached devices on the ServerProven list? Y/N ___
(This list is available at http://www.pc.ibm.com/us/compat/index.html )
________________________________________________________________________
OMSYS
Have the Account details been recorded in OMSYS ? Y/N ___
If YES, what is the OMSYS reference number ? REF No ____________
________________________________________________________________________
CUSTOMER PROFILE
IBM Hardware Installed:
Failing PSG/OEM System :
System Configuration :
OEM Hardware Attached :
Num Systems with problem :
Current Inventory :
Projected Inventory :
Roll Out Schedule :
Other IBM Business :
Operating System(s) :
CSD Levels / Fixpack :
Software Applications :
Was this configuration tested? If so, by whom?
________________________________________________________________________
PROBLEM DESCRIPTION:
DATE FIRST REPORTED TO IBM:
RETAIN (PMH &/or PMS):
With a PMH the GNK L2 team require a problem determination template
which, when completed, should be sent to:
PSGFTS01 on Lotus Notes (Shortname), or
Field Technical Support/UK/IBM on Lotus Notes (Fully Qualified Name), or
psgfts01@uk.ibm.com on the Internet (SMTP address).
Note: from 1st Feb 1999, D897PDT @ GNKVM is no longer valid.
Has this template been completed ? Y / N ____
If No please give the person who is responsible to complete the template.
Template Contact : _______________ External tel: _____________
VM ID : Node____ ID______ Mobile Phone : _______
APAR NUMBER:
CUSTOMER IMPACT:
Number of systems affected:
Frequency of problem:
CONFIRM ALL NORMAL COUNTRY SUPPORT HAS BEEN EXHAUSTED? YES / NO
COUNTRY ACTIONS / SUPPORT LEVELS INVOLVED:
HAS ANY OTHER IBM PROJECT OFFICE BEEN INVOLVED:
DATE(S) CUSTOMER EXPECTS RESOLUTION:
________________________________________________________________________
CUSTOMER SATISFACTION (5 {Very Satisfied} to 1 {Very Dissatisfied}) :
CUSTOMER BUSINESS/MARKETING IMPACT:
VALUE OF IBM BUSINESS AT RISK:
CRITICAL DATES (eg Demonstration, Start Roll Out, Bid Deadline):
________________________________________________________________________
WHAT DO YOU NEED FROM THE PO(s) TO RESTORE CUSTOMER SATISFACTION?
________________________________________________________________________
REASON YOU FEEL THE CRITSIT HAS BEEN RAISED:
________________________________________________________________________
ANY OTHER RELEVANT INFORMATION:
________________________________________________________________________
Please see the LEGAL - Trademark notice.
Feel free - send a 
for any BUG on this page found - Thank you.