Make your own free website on Tripod.com
Templates
1024X768
 CBN\DIS\ Feb\Day\06\Time\TimezoneST\XPH\Subcode\IssueDescription

===========================================================
CASE NOTES
===========================================================

Technician: George McGibbon v-2georm@mssupport.microsoft.com

Customer's Name:
Customer's Phone Number:
Customer's E-mail:
Case Number: SRX050228
Callback Time: Feb\\06\

===========================================================
PROBLEM DESCRIPTION
===========================================================


===========================================================
HISTORY OF ISSUE
===========================================================


===========================================================
ENVIRONMENT:
===========================================================
SOFTWARE INFORMATION
Operating System: XP SP2
Installation Method: OEM Retail
Internet Connection Type:
Internet Provider:
Firewall Software:
Anti Virus:

HARDWARE INFORMATION
Computer Manufacturer:
Computer Model:
CPU:    -GHZ
Amount of Memory:    -RAM
Hard Drive:    -GB

===========================================================
VERBAL AGREEMENT OF ISSUE
===========================================================


===========================================================
TROUBLESHOOTING PERFORMED DURING CALL
===========================================================
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

===========================================================
[Disclaimers]
 
Modifying REGISTRY settings incorrectly can cause serious problems that may prevent your computer from booting properly. Microsoft cannot guarantee that any problems resulting from the configuring of REGISTRY settings can be solved. Modifications of these settings are at your own risk.
 
Modifying BIOS/CMOS settings incorrectly can cause serious problems that may prevent your computer from booting properly. Microsoft cannot guarantee that any problems resulting from the configuring of BIOS/CMOS settings can be solved. Modifications of these settings are at your own risk.

 Using Third Party Software, including hardware drivers can cause serious problems that may prevent your computer from booting properly. Microsoft cannot guarantee that any problems resulting from the using Third Party Software can be solved. Using Third Party Software is at your own risk.
 
===========================================================
RELATED KNOWLEDGE BASE ARTICLES
===========================================================

===========================================================
PROCESS
===========================================================
Action:
Result:
Cause:
Resolution:
===========================================================
Action Plan:
===========================================================



===========================================================
===========================================================


===========================================================
OPENING EMAIL


Hi <cuname> ,
 
My name is George and I have taken ownership of your support case <CASENUMBER> in order to obtain the fastest resolution to your Windows XP issue.  My working hours are 10 AM to 7 PM EST and I can be contacted via e-mail at: v-2georm@mssupport.microsoft.com
 
If you have any questions or comments about your support case please reply to this e-mail and we will contact you.  Our primary concern is to resolve your issue as quickly as possible to ensure that you are very satisfied with our products and service.
 
If you have any feedback regarding Microsoft support, I would be glad to hear from you.  If you would feel more comfortable speaking with someone else regarding my service you may reach my manager by sending an email to managers@microsoft.com?subject=WindowsXPSupportCVG.
 
Sincerely,
 
George McGibbon
v-2georm@mssupport.microsoft.com
9am - 5 pm EST >
 
When replying, please include your SR number, name, email address and phone number. Thank you.
 
Is your PC secure?  For more information on how to protect your PC, please visit:
 
www.microsoft.com/security




===========================================================
===========================================================
===========================================================
CLOSING EMAIL RESOLVED




Hello <CUNAME> ,
 
This is George with Microsoft Technical Support.  It was my pleasure to work with you on your Windows XP case <CASENUMBER>.  I hope that you were completely satisfied with the service provided to you.
 
Based on our last conversation it appears that this case is resolved and ready to be archived. If this is not correct or if you are not very satisfied with the support we’ve provided please let us know as soon as possible.
 
Here is a summary of the key points of the case for your records:
 
Action: <action>
 
Result: <result>
 
Cause: <cause>
 
Resolution: <resolution>
 
 
Here are some links which I hope will interest you:
http://www.microsoft.com/spyware
http://windowsupdate.microsoft.com
 
If you have any feedback regarding Microsoft support, we would be glad to hear from you.  If you would feel more comfortable speaking with someone else regarding my service you may reach my manager by sending an email to managers@microsoft.com?subject=WindowsXPSupportCVG.
 
Thank you for choosing Microsoft.
 
Sincerely,
 
George McGibbon
v-2georm@mssupport.microsoft.com
9am - 5 pm EST
 
Is your PC secure? For more information on how to protect your PC, please visit:
 

www.microsoft.com/security


===========================================================
===========================================================

===========================================================

I am sorry our call became dissconnected.
 
CLOSING EMAIL UNRESOLVED

Hello <cuname> ,
 
This is George, with Microsoft Technical Support.  It was my pleasure to work with you on your Windows XP case <CASENUMBER>.  I hope that you were completely satisfied with the service provided to you.
 
Based on our last conversation it appears that this case is unresolved.
A callback has been scheduled for:
 
Here is a summary of the key points of the case for your records:
 
Action: <action>
 
Result: <result>
 
Cause: <cause>
 
Resolution: <resolution>
 
 
Here are some links which I hope will interest you:
http://www.microsoft.com/spyware
http://windowsupdate.microsoft.com
 
If you have any feedback regarding Microsoft support, we would be glad to hear from you.  If you would feel more comfortable speaking with someone else regarding my service you may reach my manager by sending an email to managers@microsoft.com?subject=WindowsXPSupportCVG.
 
Thank you for choosing Microsoft.
 
Sincerely,
 
George McGibbon
v-2georm@mssupport.microsoft.com
9am - 5 pm EST
 
Is your PC secure? For more information on how to protect your PC, please visit:
 

www.microsoft.com/security


===========================================================
===========================================================
===========================================================
===========================================================



ESCALATION



Escalation Template

- General Escalation Information -
-----------------------
*Research Team hours are 5am-9pm Pacific Time on Weekdays, Monday through Friday, and 6am-3pm Pacific Time on Weekends, Saturday & Sunday.
*Technical callbacks are made on the next day following escalation (not including U.S. holidays) to begin troubleshooting and assess the needs of the customer. Unless the customer specifically requests another callback date that is clearly noted in the escalation form below they will receive a callback within 24 hours. When setting up the case for escalation please have the customer choose the block that best matches their availability.
 
Escalating Engineer:
Approving Consultant:
Your ST:
Case Number:
 
Customer Time Zone:
Time Block:
(Select a block based on the customer’s Time Zone from the chart below)
 
Monday-Friday Primary Contact Phone (Where the computer is and coincides with M-F times listed above):
Saturday-Sunday Primary Contact Phone (Coincides with S-S times listed above):
Cell Phone:
Other Alternate Phone:
Email Address:
Special Callback Instructions If Any: (ie, doesn't want next day callback, going on vacation soon etc...)
 
 
 
-Technical Information -
------------------------------
 
Main Issue:
Current Operating system version:
Clean install or upgrade:
If upgrade, what is the previous Windows version:
Does it work in Safe Mode:
KB Articles / Solution Objects tried:
Details \ Helpful info about the case:
 
- Hardware Specific Information: -
---------------------------------------------------------------------
(Put as much info in as possible including computer system manufacturer and model # or clone, and specific device information and model #’s if applicable.)
 
 
 
(Please don’t paste these charts into your Clarify logs)
 
AVAILABLE TIME BLOCKS:
 
     NST    AST    EST    CST
Weekdays    Start    End    Start    End    Start    End    Start    End
BLOCK 1    9:30 AM    12:30 PM    9:00 AM    12:00 PM    8:00 AM    11:00 AM    7:00 AM    10:00 AM
BLOCK 2    12:30 PM    3:30 PM    12:00 PM    3:00 PM    11:00 AM    2:00 PM    10:00 AM    1:00 PM
BLOCK 3    3:30 PM    6:30 PM    3:00 PM    6:00 PM    2:00 PM    5:00 PM    1:00 PM    4:00 PM
BLOCK 4    6:30 PM    9:30 PM    6:00 PM    9:00 PM    5:00 PM    8:00 PM    4:00 PM    7:00 PM
BLOCK 5    9:30 PM    12:30 AM    9:00 PM    12:00 AM    8:00 PM    11:00 PM    7:00 PM    10:00 PM
BLOCK 6    12:30 AM    2:30 AM    12:00 AM    2:00 AM    11:00 PM    1:00 AM    10:00 PM    12:00 AM
Weekends    Start    End    Start    End    Start    End    Start    End
BLOCK 7    10:30 AM    1:30 PM    10:00 AM    1:00 PM    9:00 AM    12:00 PM    8:00 AM    11:00 AM
BLOCK 8    1:30 PM    4:30 PM    1:00 PM    4:00 PM    12:00 PM    3:00 PM    11:00 AM    2:00 PM
BLOCK 9    4:30 PM    7:30 PM    4:00 PM    7:00 PM    3:00 PM    6:00 PM    2:00 PM    5:00 PM
                                         
     MST    PST    AKST    HAST
Weekdays    Start    End    Start    End    Start    End    Start    End
BLOCK 1    6:00 AM    9:00 AM    5:00 AM    8:00 AM    4:00 AM    7:00 AM    3:00 AM    6:00 AM
BLOCK 2    9:00 AM    12:00 PM    8:00 AM    11:00 AM    7:00 AM    10:00 AM    6:00 AM    9:00 AM
BLOCK 3    12:00 PM    3:00 PM    11:00 AM    2:00 PM    10:00 AM    1:00 PM    9:00 AM    12:00 PM
BLOCK 4    3:00 PM    6:00 PM    2:00 PM    5:00 PM    1:00 PM    4:00 PM    12:00 PM    3:00 PM
BLOCK 5    6:00 PM    9:00 PM    5:00 PM    8:00 PM    4:00 PM    7:00 PM    3:00 PM    6:00 PM
BLOCK 6    9:00 PM    11:00 PM    8:00 PM    10:00 PM    7:00 PM    9:00 PM    6:00 PM    8:00 PM
Weekends    Start    End    Start    End    Start    End    Start    End
BLOCK 7    7:00 AM    10:00 AM    6:00 AM    9:00 AM    5:00 AM    8:00 AM    4:00 AM    7:00 AM
BLOCK 8    10:00 AM    1:00 PM    9:00 AM    12:00 PM    8:00 AM    11:00 AM    7:00 AM    10:00 AM
BLOCK 9    1:00 PM    4:00 PM    12:00 PM    3:00 PM    11:00 AM    2:00 PM    10:00 AM    1:00 PM
 
 
 
Time Zone Definitions (East to West):
 
NST - Newfoundland Standard Time (UTC -3:30 Hours)
AST - Atlantic Standard Time (UTC -4 Hours)
EST - Eastern Standard Time (UTC -5 Hours)
CST - Central Standard Time (UTC -6 Hours)
MST - Mountain Standard Time (UTC -7 Hours)
PST - Pacific Standard Time (UTC -8 Hours)
AKST - Alaska Standard Time (UTC -9 Hours)
HAST - Hawaii-Aleutian Standard Time (UTC -10 Hours)