NorthRock - SG Meeting Room AV system fault escalation guide
Purpose
This is SG guide for NorthRock AV issue
Client
Northrock
Category
AV system Escalation guide
Information
1. Contact BMER Technical Assistance Center via Phone @ +6588088058 Customer Service Officer opens a Service Ticket for fault monitoring and recording. Fault details will be sent to the Customer.
2. The Service Manager will contact the Customer and attempt to resolve the fault remotely. If the fault cannot be resolved remotely, the Service Manager will assign an Engineer/Technician to attend to the fault onsite within the stated Service Level Agreement (SLA).
3. The Engineer/Technician will diagnose, troubleshoot, and resolve the fault.
4. If the fault cannot be resolved by the Engineer/Technician, it will first be escalated to a Level 3 and above Engineer for assistance, followed by Manufacturer's technical team for complete resolution.
5. The Customer Service Officer will log all the details of the case into the system for tracking. The Service Ticket will be closed upon Customer's confirmation.
Reference ticket
N/A
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