General Tech Support Procedures

When a call is passed over to either the sscs-uk-eng or globalsupport email, please proceed to step 1, if it has been
sent to only you then reply back looping in GS (Global Support, globalsupport@solid-global.com).

1) Acknowledge the call/ticket by tagging the email with your colour in the categories column.
2) Next mark the email as Read.
3) Once you have taken ownership of that call/ticket reply back to RC (Response Centre, responsecentre@solid-
global.com), always ensure that GS are always kept in the loop.
4) Next scan the email and make notes of the problem description, make/model and serial no.
5) If it is logged as a T&M, confirm why it is with RC, if they say they cannot find it on the Master Database,
check yourself to confirm. https://global-erp.solid-global.com/Login.aspx log in with your credentials and
navigate to the Master Database Module and download the latest version and search that and also the OEM
Master Database.
6) Next check to see if any logs/screenshot/console output have been provided, if not request for them.
7) If any of the above has been provided review it, if you are unsure on how to analyse it ask another member
of the team.
8) If the fault being logged is not evident in the logs, contact the customer (if we are allowed to) or get
verification of the fault from the Principle (TERiX / Zensar, etc.).
9) Next step while we are waiting for logs/verification of the fault check the OEM website to check if there is
any warranty remaining on the equipment and also to check the BOM list.
a) HP - http://h20566.www2.hp.com/hpsc/wc/public/home
b) Dell - http://www.dell.com/support/home/us/en/04/Products/?app=warranty
c) IBM - https://www-947.ibm.com/support/entry/portal/wlup/system_x_hardware_options/hard_drive_-
_sas/300_gb?productContext=-1197833251
d) Hammer - http://hammerservices-sscs.co.uk this may not always produce results every time.
e) The other OEMs (Supermicro, SUN/Oracle or Hitachi) currently do not have open access to warranty
information.