Services Request Procedure
You may open a Service Request here in our Solution Center Submit a request – Cleo or by emailing the Services team at TPM@cleo.com. This will create a Service Request and the number will be emailed to you for tracking purposes. The request will be reviewed by the Services Team, and someone will respond accordingly. Be sure to put a detailed description of the request and include specifications, if necessary.
Service Request Reference Table
| Service Request Status | Status Description |
| New | This status is a default status when the Service Request has been created and awaiting Service Request owner assignment. |
| Awaiting Your Reply | Awaiting Customer Action - Must be used when waiting for information from, a decision by, or action to be taken by the customer. Including approval to close Service Request. If no activity from customer within 2 days, the engineer will make follow up attempts to the customer and if no response is received after 10 days, the Service Request will be marked as on hold or closed depending on the initial request. |
| Open | Awaiting Cleo Action - Automatically assigned when the Service Request is updated by the customer via email or via the Self-Service portal. Must be used when the Service Request is being worked (performing research, diagnosing, developing a resolution, testing, etc.) The Cleo engineer is expected to provide progress updates in a timely fashion. |
| Solved |
Resolution was applied to a customer-initiated Service Request and confirmed by the customer. Resolution was applied to a system alert Service Request. |
Customer Initiated Service Requests
Customer Initiated Service Requests will be closed upon receiving an approval/request to close from the customer.
Comments
0 comments
Please sign in to leave a comment.