**********************************************************************
* TO ESCALATE CRITICAL CUSTOMER SITUATIONS TO 'CRITSIT' STATUS, *
* PLEASE USE CMT OR COMPLETE THIS HARDWARE TEMPLATE AND SEND TO: *
* *
* RELEVANT REGION: *
* NORTH - SMCGOWAN @ IBMGB, LJOLLY @ IBMGB *
* NORDIC - OATES @ IBMGB *
* WEST - KDOHERTY @ IBMGB *
* CENTRAL - GBEACHER @ IBMGB, KENNEDY @ IBMGB, CBLACK @ IBMGB *
* SOUTH - TMCNEAL @ IBMGB *
* + GNK PO MGR - PMCMILLA @ IBMGB *
* + YOUR COUNTRY TECHNICAL SUPPORT MANAGEMENT. *
* *
* GNK PSG PROJECT OFFICE, WITH YOUR ASSISTANCE, WILL MANAGE THIS *
* PROBLEM TO RESOLUTION. *
*********************************************VERSION 23/09/99*********
A Critical Situation (CritSit) is:
o An internal escalation of a customer complaint that has caused the
customer's business operations to be seriously impacted.
o When IBM has determined that not resolving the issue will cause
irreparable damage to IBM's relationship with the customer.
Please give preferred e-mail ID in VM format: Node _______ ID _________
Company __________________________________________________
Address __________________________________________________
City __________________________________________________
Prov/State (Optional)____________ Country ________________
PostalCode (Optional)____________
Contact Type: Business Contact/Business Partner/Consumer (Delete as app.)
Account Type: Managed Account/SMB/OEM /Distributor (Delete as app.)
Contact (an individual at the customer):
Surname __________________________________
Forename __________________________________ Prefix (Optional)______
Job Title (Optional)________________________
Phone __________________ Ext _____ Fax (Optional)___________
Mobile (Optional)___________
E-mail (Optional)________________________ Language ______________
Industry ________________________________________ (Mandatory)
Sub-Industry ________________________________________ (If known)
ISU ________________________________________ (If known)
BP Involved? __ (Y/N)
If Yes, fill in the BP Info on the next page.
Customer's Description of Problem: (Mandatory)
________________________________________________________________________
Product: _______________________________________________________________
(M/c type / model and/or Marketing name, eg TP600 2645-320):
If the problem is technical, has Tech Support been involved? __ (Y/N)
Any related RETAIN Cases, HEAT cases, APARs etc?:
Type ___________ ID # _____________ Type ___________ ID# ______________
Any related CMT cases? (AAxxxx)_________________________________________
Financial Impact (to IBM) __________________ What Currency? ______
IBM CONFIDENTIAL (when completed)
Justification for escalating this problem to CritSit: (Mandatory)
(include details of any bids, roll-outs etc. at risk)
_________________________________________________________________________
Please make the customer aware of the following 'Data Controls' statement:
>> "In order for IBM to resolve your complaint, it may be necessary for
me to involve IBM employees in other countries. Should the need arise,
may I send these employees details of your complaint?" >>
Obtain customer's agreement that this is acceptable.
Customer Agrees __ (Y/N)
BP Business Name _______________________________________________
BP City ________________________________________________________
Prov/State ________________________ Country ________________
BP Surname _____________________ BP Forename ______________
Phone __________________ Ext _____
BP Type: Managed Acc/SMB/OEM/Distributor/Solution Provider/Prod. Provider
Customer Requested conditions of satisfaction:
(Include details of any deadlines or specifc customer requirements)
__________________________________________________________________________
Other IBMers to be kept informed: e.g. Bus. Unit Exec; Lead Acct. Rep etc.
Name ___________________ ID ________ Node ________ Role __________________
(add more lines if required)
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FOR PSG SERVERS ONLY
Has this system been the subject of a SPORE request? (Y/N) ___
If not, are all attached devices on the ServerProven list? (Y/N) ___
(List available at http://www.pc.ibm.com/us/compat/index.html)
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Have the Account details been recorded in OMSYS ? (Y/N) ___
If YES, what is the OMSYS reference number ? REF No ____________
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Confirm all normal country support has been exhausted? (Y/N) ___
Country actions / support levels involved:
__________________________________________________________________________
RETAIN (PMH &/or PMS):
With a PMH the GNK L2 team require a problem determination template
which, when completed, should be sent to:
PSGFTS01 on Lotus Notes (Shortname), or
Field Technical Support/UK/IBM on Lotus Notes (Fully Qualified Name), or
psgfts01@uk.ibm.com on the Internet (SMTP address).
Note: from 1st Feb 1999, D897PDT @ GNKVM is no longer valid.
Has this template been completed ? (Y/N) ____
If No please give the person who is responsible to complete the template.
Template Contact : _______________ External tel: _____________
VM ID : Node_____ ID_______ Mobile Phone : _______
ANY OTHER RELEVANT INFORMATION:
IBM CONFIDENTIAL (when completed
Please see the LEGAL - Trademark notice.
Feel free - send a 
for any BUG on this page found - Thank you.