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A few important points to keep in mind as you partner with MC customers:
- Be proactive: Be on a constant vigil to head off potential
problems. Inquire about the customer's environment, patch policy,
and future changes to head off creating a fix that will result
in new problems. When logging into a customer's system to troubleshoot
a problem, look for any other issues that might be there, not
just the issue that the call was placed on. Always ask if there
is anything else you can do so the customer does not have to call
back later. Being proactive means eliminating problems before
they happen.
- Don't take unnecessary risks: The customer should be
fully informed of any risks in a service procedure and the procedure
should be performed at a time that has the least business impact
for the customer.
- Have a back-out plan: A back-out plan to restore the
system to its original state should be developed as part of the
planning for a service procedure.
- Work to improve the support process: If you find a new
problem or a broken process, document the problem and report it
to someone who can find an owner to address the problem. If you
solve the problem, inform others of your best practice. A “let
the system fail” attitude as a method of bringing about change
is not in the High Availability (HA) systems mindset.
- Use best practices: Actively search out best practices.
Check the web for the latest service notes and procedures. Collaborate
with other MC team members and resources.
- Get the facts: When working on a technical problem, it
is essential that all the facts about the problem be gathered
before a call is escalated. The system logs, product logs, account
history, etc. should be reviewed. Having the facts could prevent
an escalation and help get the problem resolved in the least amount
of time or provide accurate, thorough, and relevant information
to the next escalation level.
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next
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be proactive |
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- Understand customer patch policies
- Look for future activities that could be effected
- Give advice that will help the customer prevent future problems
- Advise customer: If uncertain, check with HP before doing
- Get insightful political information as needed
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