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Process Overview. Agenda. Problem Reporting and Escalation Procedure RMA Process Overview. Problem Reporting and Escalation Procedure. Problem Reporting and Escalation Procedure.
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Agenda • Problem Reporting and Escalation Procedure • RMA Process Overview
Problem Reporting and Escalation Procedure Authorised LifeSize Partners can contact LifeSize in one of the following three ways for Technical Support Services: • Method 1 Submit a problem case via the LifeSize Partner Portal under the “Cases” section of the Portal: www.lifesize.com -> Partners -> Cases • Method 2: Email the contents of the problem report to LifeSize Support at support@lifesize.com Once you have contacted LifeSize via email, a support representative will follow up with you. • Method 3: Contact LifeSize technical support directly at +1 (512) 623-4226, Monday through Friday, 8:00am to 5:00pm CST. In APAC, you may contact K. Sridhar Tel: +918041525913 Video IP: 202.62.93.237 Video ISDN: 918041737761
Problem Reporting (1 of 2) • Serial number or the LifeSize product • Problem severity, as determined by the authorized reseller • Date and time the incident occurred • Ethereal, traces, and coroner log files from the LifeSize product during the error, and before rebooting the LifeSize products • Version/Release level of the LifeSize product • Network diagram or written description of the customer environment • Customer contact information including: • Name • Company Name • Email Address • Phone Number
Problem Reporting (2 of 2) • A detailed description of how to repeat the condition and the associated 3rd party products included in the customer environment. • A written report defined by the authorized reseller detailing the error data. LifeSize provides the reporting mechanism for this information as part of the partner portal under the “Cases” section. • To identify each outstanding issue related to a Problem Report with a unique "Case Number" assigned by the partner portal for tracking purposes. Partner will communicate Case Numbers to the LifeSize technical services department when contacting them about a continuing issue. • If requested by the authorized LifeSize reseller, LifeSize will work directly with the authorized LifeSize reseller’s customer in cases involving an escalation to Level 3.
RMA Process Overview (1/2) • Customer has to write a mail to support@lifesize.com with regard to the nature of the problem. • Will decide whether to RMA or not. • If it has to be RMA, will check for the warranty details, whether it is Standard or Advance Replacement. • Will request for some information details with the customer to RMA • Ship to address • Contact person • Contact telephone • Email ID
RMA Process Overview (2/2) • Will send the request to RMA team. • Customer will get RMA notification email from the RMA team. • Based on the warranty, if it is Advance Replacement, we will ship the replacement first. And after customer receives the unit, he has to send the faulty unit to our distribution center. Details will be available on the RMA notification email. • If it is standard warranty, customer has to send the faulty unit to our distribution center first, only after we receive it, we will dispatch the replacement unit.
