Network / Software / Hardware Computer issue. Transfer to Machine Logic.

Tier1 or Tier2 Support:

A Transfer to MachineLogic should only take place when certain procedures are followed. CEG Support Agent must be certain that it is not an issue CEG has responsibility over.

List of Services that MachineLogic is responsible for.

1. Computer security updates and OS functionality.
2. Printer connectivity and printer drivers on computers.
3. Computer or Printer hardware related issues.

An immediate call to MachineLogic – No Ticket Made.

1. Client calls and can connect to the internet but can not connect to the printers.
2. Client needs a password on email or anything regarding a change in the email system.
3. When one computer cannot connect to the internet but the phone connected to the same circuit can connect.
4. Client can connect to the internet but can not see a particular web page.

Call MachineLogic after CEG Support Agent has discovered issues related to the responsibility of MachineLogic.  

1. One or more computers on the network are using to much bandwidth due to malicious programs restricting business procedures. For Help Click Here
2. One computer cannot connect to the network, because of a DHCP issue or a device driver malfunction.
3. Any number of computers can not see a printer.
4. Unwanted programs are requested to be removed by client.
5. Slow computer performance (not just slow internet).

An example:

Client calls CEG reporting that their internet is slow. The CEG Support Agent runs through the TT -Internet – Slow, One Computer steps and still finds the computer to be slow. It’s highly likely that the issue is out of the scope of CEG’s responsibility. It is very apparent that it’s something MachineLogic is responsible for. So the CEG Support Agent has the client call MachineLogic.

But remember to make a ticket that describes the effort and time you have spent helping the client in discovering the issue. In fact you’re not only discovering the problem for the client but you’ve just spent CEG time and money helping MachineLogic.

Our responsibility is to always help our clients; so before you resolve the ticket call the client back and ask if MachineLogic resolved their issue. If MachineLogic has not resolved the issue consider passing the ticket up to Tier3 for finalization on your ticket. Tier3 will send it back to you to resolve and go over a debriefing so we all learn how to better discover solutions for our clients.

Remember that just because ML is responsible for the computer or printer issue CEG is responsible for the client.

MachineLogic
303.217.7001

Further Resources:

Resource – netstat -an – Command – List Network Connections – Slow Computers

Resource – Command Ipconfig – Renewing IP Addresses on Computer

Resource – WiFi – Outage – No SSID Showing