Service Definition

Procedure Sumary

1. Once a resolution has been found, it is documented in the system and the Status of the request is changed to "Resolved".
      
2. Before the request can be closed in the system, the customer must confirm that the resolution satisfies the request. This is usually done by calling the customer to ask if the request can be closed. If the customer does not agree with the resolution provided, the status of the request is changed back to "Open" and the procedure 2. Updating existing requests is applied (the technician indicates in the Request form why the resolution cannot be closed, then continues working on the request).
     
3. If the customer agrees that the request has been resolved, the technician makes note of the customer's confirmation and the request is closed in the system.