Step-by-Step Instructions for Hotline Technical Support 

If you are not calling for technical support but rather to speak with our Sales staff, then please refer back to Dedicated Cornerstone Hotline for instructions.

The Cornerstone Hotline number is 1-800-510-3004

Your call will first be answered by an Operator. When your call is answered, tell the Operator that you want "Technical Support". Technical Support is available:
• When you want to report a problem
• You have a question about software
• You just need to talk about the system
• Always say " I need Technical Support". Anything else might be interpreted as a sales inquiry.

The Operator may take some basic information from you, such as your Name, the Company name and a Call back number.
When you are transferred to a Dispatcher you may be asked again if you need Technical Support (we are not trying to make you crazy). Please respond "Yes, I need Technical Support"!

Depending on what information the Operator has already asked of you, you will be asked the following:
• Your Name
• Your Company Name
• Your e-mail address
• Phone number for a call-back
• What Operating System is the service needed on? Be specific. Here are some examples:

Operating System

z/OSฎ Version 1, Release 9
CICS TS 
Linuxฎ 
z/VMฎ Version 5, Release 4


Give a brief description of the issue. State the problem. Be as specific as you can. Here are some examples:

Description of the Issue or Problem 
$HASP050 JES2 RESOURCE SHORTAGE OF TGS - 90% UTILIZATION REACHED
Job xxxxx is failing with a JCL error  
CICS has abended with a u/1368  
I can't logon to TSO/ISPF 
I would like information about IBM's System z/10 EC. (Oh no! ...Redirect this phone call to our Sales Department. It doesn't belong in Technical Support.)

When the Dispatcher has completed taking all of the information, you will be given an account number and confirmation number that verify that the Hotline ticket was created. Be sure the Dispatcher gives them to you and write them down. The account number is four digits. The confirmation number is eight digits and is entirely unique to your call.

When you disconnect with the Dispatcher the sequence begins of providing you with technical help in less then 55 minutes. The following scenario represents what goes on immediately after you hang up the phone. Under normal circumstances your problem would be handled by the Primary Technician and all of the steps that we present below are not necessary. We are offering it here to give you a look behind the scenes and also to show you our Management Escalation process.


What Goes On Behind the Hotline Scene...a Dispatcher Perspective

Call the Primary Technician on his/her cell and/or office phone.
• If contacted, tell the technician the caller's name, company, phone number, problem/issue, account and confirmation numbers. Also, send the Hotline ticket by e-mail.
• If unable to make contact, leave a voice mail with the same information and wait 10 minutes.

Call the Primary Technician a second time.
• If unable to make contact, leave a second voice mail with the same information and wait 10 minutes.

Call the Backup Technician on his/her cell and/or office phone.
• If contacted, tell the technician the caller's name, company, phone number, problem/issue, account and confirmation numbers. Also, send the Hotline ticket by e-mail.
• If unable to make contact, leave a voice mail with the same information and wait 10 minutes.

Call the Backup Technician a second time.
• If unable to make contact, leave a second voice mail with the same information and wait 10 minutes.

Call the 1st Level Manager on his/her cell and/or office phone.
• If contacted, tell the Manager the caller's name, company, phone number, problem/issue, account and confirmation numbers. Also, send the Hotline ticket by e-mail.
• If unable to make contact, leave a voice mail with the same information and wait 5 minutes.

Call the 1st Level Manager a second time.
• If unable to make contact, leave a second voice mail with the same information and wait 5 minutes. 

Call the 2nd Level Manager on his/her cell and/or office phone.
• If contacted, tell the Manager the caller's name, company, phone number, problem/issue, account and confirmation numbers. Also, send the Hotline ticket by e-mail.
• If unable to make contact, leave a voice mail with the same information and wait 5 minutes.

Call the 2nd Level Manager a second time.
• If unable to make contact, leave a second voice mail with the same information and wait 5 minutes. 

Call the Hotline Manager on his/her cell and/or office phone.
• If the Hotline has to contact the Hotline Manager, there is a severe problem.
• Send the Hotline Manager the ticket by e-mail.
• The Hotline Manager will work the problem until there is someone to respond to your Hotline ticket.

The total time elapsed from the initial attempt to contact the Primary Technician, to calling the Hotline Manager, is approximately 55 minutes. Under normal circumstances, the Primary Technician or the Backup Technician would have handled your call. Therefore, the elapsed time until you hear from Cornerstone personnel will be much less then 55 minutes.

If you have any questions about the Hotline or this process specifically, please call Barbara Heppner at 1-800-334-0800 ext. 127 or you may email her at bheppner@csihome.com.