Page 336 - Tech handbook 2019 rev 6 whyperlinks

Asset Performance Management Center and Training Department

Document: 1.0 Title: APMC Support Date: 12.23.19 Revision 0.0

1. APMC technical support engineer determines if APMC can support
based on: a.) Subscription status (refer to active subscription list) b.)
complaint from operator. c.) Is the customer in specific engineers
AOR.
2. If the customer, internal or external, cannot be supported, refer to
section within this document titled “APMC cannot support” for
instructions.
3. If the customer is not within the engineers AOR, refer to them to
assigned engineer. (See assigned AOR for customer listings)
4. If it is determined by the engineer that APMC can support,
immediately create a calendar appointment and categorize as green.
Add any special notes for the administrator as applicable.
5. Open salesforce case, if factory support is required.
6. Complete Excel support document with applicable information and
add to the calendar appointment. All supporting documentation
should be added as well. This includes: emails, case information,
passwords, etc.
7. Once all information is added to the calendar appointment, engineer
will change category color from green to yellow to indicate the job
and can be processed to close and invoice.

Internal Technical Support
- Internal customer contacts APMC for remote technical support.
1. APMC technical support engineer determines if APMC can support
based on: a.) Data provided by the technician b.) Complaint c.)
connection status (If remote connection is unavailable, difficulties
may occur with support)
2. If a technician made the request and it is determined by the engineer
that APMC can support, engineer should complete the following:
a.) Send email to the service manager and branch
administrator requesting the document number and
indicate that support has been requested.

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