Customer Support Procedures
Contacting
IBML Customer Support:
Contact information is
located on each scanner on the System Serial Number card, which is usually
located on the transport frame between the emergency stop button and the
barcode reader.
Help
Desk: (...updated 11/27/2007)
When calling 205-956-4071 or 866-798-IBML (4265) ask to speak with Customer Support or Customer Services. For
support after hours or on weekends, the answering service
will contact the customer support technician on call with your contact information
and problem description.
Service Call Procedure:
-
Customer reports problem to IBML
-
IBML calls customer and gathers the following information:
o ImageTrac System Serial Number
o Lamp Hours
o Problem description and exact wording of error message if one is given
o Capture screenshot of error message or problem
o Some additional questions asked as necessary -
IBML creates an incident in the database and determines if the problem is a hardware or software issue.
o If the problem is a hardware issue, then the field engineer is dispatched. The field engineer may be asked to capture the VxWorks log files for additional troubleshooting.
o If the problem is a software issue, the customer support technician troubleshoots the software configuration with the customer. Log files and screen captures will be gathered for additional troubleshooting.
Preventive Maintenance Procedure: (updated 01/04/2007)
-
The third party service provider is charged with the scheduling of all preventive maintenance visits with the customer once per month. The date/time must be at a mutually agreeable time for both the service provider and customer.
- After the PM, service technicians must go to the Customer Portal website and fill out the PM log appropriate for the generation of scanner serviced.
- An inventory is required to be performed. The basic spares sheet for each generation scanner can be found on IBML’s website. The inventory should be checked against the basic spares list. Only report items that are missing on the space provided on PM form.
Field Engineer Dispatch Procedure for Customers with “Full Support”:
-
When the field engineer receives the dispatch, he/she should call the customer with notification of estimated time of arrival.
-
When the field engineer arrives on the customer site, he/she should notify IBML with arrival time and any applicable updates.
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When the problem has been resolved, the field engineer should call IBML with details regarding the steps taken and any parts used.
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After the problem has been resolved, the field engineer must remain on site while the customer runs batches to ensure that the problem does not reoccur.
-
IBML will contact the customer to verify that the resolution was completed satisfactorily
Materials a Field Engineer must bring to Customer Site:
-
IBML Documentation/Manuals
-
Tools (hand tools, screw drivers, allen wrenches, trim pot tool, etc)
-
Voltmeter/Multimete
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