When You Call the Hotline for Tech Support

1. The Hotline number is: 800-510-3004

2. You may reach an Operator before you are transferred to a Dispatcher to take your call information.

3. Whoever answers, tell them you want Technical Support

a. Request “Technical Support” when you want to report a problem, you have a question about software, or you just want to talk about the system.
b. Always say, “I NEED TECHNICAL SUPPORT”. Anything else may be interpreted as a sales call.

4. When you reach the Dispatcher, you may be asked again if you need Technical Support.

a. Always respond, “YES, I NEED TECHNICAL SUPPORT”

5. The other questions you will be asked are:

a. What is your name?
b. What is your Company name?
c. What is your e/mail address?
d. What is your phone number?
e. What operating system is the service needed on?
i. Be specific. Here are some examples:
1. OS390 Release 2.10
2. z/OS 1.4
3. CICS
4. Jobtrac
5. Job JCL
f. Give a brief description of the issue
i. State the problem. Be a specific as you can. Here are some examples:
1. $HASP050 JES2 RESOURCE SHORTAGE OF TGS - 90% UTILIZATION REACHED
2. CICS has abended with a u/1368
3. Jobtrac has stopped submitting jobs
4. I can’t logon to TSO/ISPF
5. Job xxxxx is failing with a JCL error

6. When the Dispatcher has completed taking all the information, he/she should tell you the account number and confirmation number of the ticket that was created.

a. Be sure the Dispatcher gives you these numbers.
b. Write them down. They are the reference to this particular problem.
i. The account number is a four-digit number. It is usually 4003.
ii. The confirmation number is an eight-digit number that is unique to the ticket that has been created for your problem.

7. The Dispatcher will start the calling sequence after disconnecting from you.

8. The Technical Support calling sequence that is used by the Hotline is as follows:

a. Call the Primary Technician on his/her cell phone or office phone.
i. If contacted, tell him/her the callers’ name, company, phone number, issue, account number, and confirmation number. Also, send the ticket e/mail.
ii. If unable to make contact, leave a voice mail with the same information and wait 10 minutes.
b. Call the Primary Technician a second time.
i. If unable to make contact, leave a voice mail with the same information and wait 10 minutes.
c. Call the Backup Technician on his/her cell phone or office phone
i. If contacted, tell him/her the callers’ name, company, phone number, issue, account number, and confirmation number. Also, send the ticket e/mail.
ii. If unable to make contact, leave a voice mail with the same information and wait 10 minutes.
d. Call the Backup Technician a second time.
i. If unable to make contact, leave a voice mail with the same information and wait 10 minutes.
e. Call the 1st Level Manager on his/her cell phone or office phone.
i. If contacted, tell him/her the callers’ name, company, phone number, issue, account number, and confirmation number. Also, send the ticket e/mail.
ii. If unable to make contact, leave a voice mail with the same information and wait 5 minutes.
f. Call the 1st Level Manager a second time.
i. If unable to make contact, leave a voice mail with the same information and wait 5 minutes.
g. Call the 2nd Level Manager on his/her cell phone or office phone.
i. If contacted, tell him/her the callers’ name, company, phone number, issue, account number, and confirmation number. Also, send the ticket e/mail.
ii. If unable to make contact, leave a voice mail with the same information and wait 5 minutes.
h. Call the 2nd Level Manager a second time.
i. If unable to make contact, leave a voice mail with the same information and wait 5 minutes.
i. Call the Hotline Manager on his/her cell phone or office phone.
i. If the Hotline has to contact the Hotline Manager, there is a severe problem.
ii. Send the Hotline Manager the ticket e/mail.
iii. The Hotline Manager will work the problem until there is someone to respond to your problem.
j. Note that the total elapsed time from the initial attempt to contact the Primary Technician to calling the Hotline Manager is approximately 55 minutes.
i. Under normal circumstances, the Primary Technician or the Backup Technician will have handled your call. Therefore, the elapsed time until you hear from Cornerstone personnel will be much less than 55 minutes.