Page 18 - August 2020 Track N Times

TECHNOLOGY

IMPORTANT NOTICE LORAM TECHNICAL SERVICE

New Phone Support Numbers

Emergency: 763-478-5999

Non-emergency: 763-478-2233

We are asking that all machine crews start using these numbers to contact Loram Technicians for assistance.

Please refrain from using individual phone numbers for technicians for initial support inquiries.
If you call the emergency number, a person will answer 24 hours a day, 7 days a week, 365 days a year. They will
route your call to the on-call technician that has the best skills to match your problem.
If you place a call to the non-emergency line, especially after normal business hours, you may be directed to leave a
detailed message so our technicians can get answers and provide a response.

This new process does not cancel any procedures in place for using your managers to report and solve problems.

Troubleshooting Continued

The troubleshooting steps above should be in your mind when you are dealing with a problem on your machine, or
your home/work office. The most important step in my opinion is the gathering of information. Even if you are not
qualified to fix the problem you will need to provide a basic description of what the problem is, and how it is working
or not working. I have been at Loram more than 20 years and have not yet been able to help a machine or customer
identify a fault without first knowing what is wrong, how it is acting or not acting, and what work might have recently
been done.

So the next time you call the Machine Tech Hotline or get ready to send in your IT ticket just take a second and
make sure you are providing the information the person will need to be able to help you get the solution you need to
continue your work.

VOLUMN 1 : ISSUE 3 PAGE 16