Sprint Customer Solutions Support (Tier 2) Sample Clauses

Sprint Customer Solutions Support (Tier 2). A. The Sprint Tier 2 Technical Support group will receive calls from the designated Customer Help Desk or support group personnel. This support model establishes a single point of communication and ensures customer Help Desk or support group personnel are aware of the status of any open issues and can implement any ad-hoc triage plans or processes. The Sprint Tier 2 specialist will act as a liaison to the technical support personnel who will work to resolve any and all open issues based on their assigned severity levels. B. If Customer’s Help Desk or support group personnel experiences problems or are unable to triage any issues with the Sprint Data Link product, they will need to contact the Sprint Tier 2 Technical Support group via a telephone call to communicate the issue and open a trouble ticket. Sprint Tier 2 Technical Support is available 24 hours a day, seven days a week for Sprint Data Link support at the Sprint-provided technical support contact numbers. C. When Customer calls the Customer Service Center (CSC), the following information will need to be provided (at a minimum): (1) What is Customer’s name? (2) Is the caller available 24X7? If not is there an alternate contact? (3) Contact’s phone number (4) What type of problem is the Customer having? (5) What Sprint Data Link, SSV, or SCM software version is the Customer using? (6) How many users are affected? (7) What error message is being described? If none describe symptom (8) Describe the troubleshooting steps taken (9) Is the activation greater than 36 hours? (10) Is the Customer trying to connect by pressing “Connect” or “Go” on the Sprint Data Link, SSV, or SCM software and the error then occurs? Or are they trying to log into a specific application after they have been connected and then receive the error? (11) What data activities were you able to perform? (12) Number of failed attempts? (13) Computer or device type? (14) Call direction – stationary or moving? (15) What is the user’s realm? (information after the “@” sign) (16) What type of Wireless Data Connection Device, certified OEM (Original Equipment Manufacturer) data device or certified telemetry device are you using? D. The Sprint Tier 2 Technical Support Specialist will provide Customer the assigned severity code for the issue, a ticket number, and information regarding when you will be contacted next and by whom. If the call is not your initial one, please have your existing trouble ticket number available for the Sprint Tier...
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