Customer Hardware Issue Escalation Procedures for RMM Workstations

Customer Hardware Issue Escalation Procedures for RMM Workstations

For RMM customers. These are general guidelines for addressing two types of hardware issues you may see. The first is for an outright hardware failure. The second is for a situation where there is no failure, but the computer may not be adequate for the user's needs. 

Hardware Failure

1. Check the Warranty

If there is a hardware failure on a computer which we manage, check the warranty status.

2. Inform the Customer



Alert
If you are the primary resource on this ticket, you are responsible for this ticket and all actions associated with it. 

Inform the appropriate customer authorization contact (generally the Primary Contact in Autotask) of the hardware issue and provide recommended next steps, whether that involves replacement or repair.

  1. If the device is under warranty, primary resource coordinates a warranty repair with the manufacturer. Important: Whoever is handling this step must be the primary resource on the ticket. 

  1. If device is not under warranty, technician advises customer on whether it makes sense to repair or replace, based on age of device and nature of issue. 

Workstations under Dell ProSupport

This info applies specifically to computers under Dell ProSupport. 
  • GGIT becomes aware of a hardware issue (usually via a user support request or an RMM alert). 
  • If issue is not resolvable by our technician (e.g., hardware issue under warranty) then office admin follows up with user to coordinate a time that works to call Dell for initial support/troubleshooting call.
  • GGIT contacts Dell Pro Support at the scheduled time and transfers call to user. GGIT generally does not need to stay on the call. 
  • If subsequent scheduling is needed, then GGIT will schedule an appointment when the user is able to work with a Dell tech and coordinate the phone call at that time.
  • After the issue is handed off to Dell for troubleshooting or an on-site repair, set the status of the ticket to WAITING CUSTOMER. The user will be contacted automatically through our ticketing system until we have confirmation that the issue is resolved. If a user needs further assistance, they can either call the office or reply to the ticket at any time.  

Inadequate Hardware

This section is for situations where the hardware is not failing, but is simply not sufficient for the tasks that the user is trying to accomplish. 

1. Check for account and/or ticket alerts to determine if specific procedures are in place for this customer. 
2. Inform the appropriate customer authorization contact (generally the Primary Contact in Autotask) of the issue and provide recommended next steps, whether that involves upgrade or replacement. 
3. Set the ticket status appropriately (generally, Waiting Customer).
4. Assist customer with next steps and coordinate with or hand off to GGIT Office Admin, as appropriate. 

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