員工服务手册.docVIP

DELL工程师SO服务手册 CE收到SO后，应立即完整的审阅一遍，审阅内容包括： 1．明确客户机型、地址、电话、和故障现象。 如果以上信息有错，要马上与协调员联系，重新取得正确的信息。戴尔更改SO后有可能出现乱码问题，如果不能详细了解SO描述拨打2023找黄健询问SO全部信息。 明确SO的Service Level(NBD,SBD,4HR,6HR,7×24,CAR,RTD,WUD,POW,OTHER) ?Dispatch Code DESCRIPTION Response time BIL4HR(24X7)RDP Billable 4HR(24X7) - Return Defective Part same as PABIL4HR(24X7) BIL4HR(8X5)RDP Billable 4HR(8X5) - Return Defective Part same as PABIL4HR(8X5) BIL4HR(12X5)RDP Billable 4HR(12X5) - Return Defective Part same as PABIL4HR(12X5) BIL6HR(12X5)RDP Billable 6HR(12X5) - Return Defective Part same as