Subject: EIO Processes                                                                                                             
 To:  3.2 SUPPORT ANALYSTS                                                                                               
                                                                                 Questions: call Marcia or Lucinda                                                   
 ___________
 
 EIO Process                                                                                                                        
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 Callback -- M - F, 8-5 ,Customer must be called back within 1 working day. 
                                                                                                                                    
 Response Coordinators will queue call with EIO and TOPIC on comment line to
     the appropriate 'Z' queue.	

 Each Team is responsible for assigning a 3.2 trained person to call the
     customer back within the designated time period and work the call. 
 

 All PMRs and APARs will be priortized as to problem's                                                                              
 BUSINESS IMPACT to the customer.  The customer is                                                                                  
 prepared to tell us whether they think the problem                                                                                 
 should be fixed by GA or if it can be fixed in a Selective                                                                         
 Fix.  We will insert one of the following comments                                                                                 
 in each PMR and APAR:                                                                                                              
                                                                                                                                    
      FIX BY GA                                                                                                                     
      FIX BY SF   
 EIO customers currently have 9140 level of code.  If possible	
 you should recreate the problem on 9140 and then on the latest	
 level -- 9148 or ????????                                                                                                                  

 Handle the requeing of the call to Level 3 as you do currently do, ie	
 l3bos, l3com, etc.                                                                                                                                   
 Call closure procedures:                                                                                                           
                                                                                                                                    
    Non defect calls will be closed.                                                                                                
    Defect calls will be fupped until analyst knows final resolution.                                                               
    When the analyst is able to tell the customer when the problem                                                                  
    will be fixed (GA or Selective Fix and the Selective Fix number),
    the call can be closed.                                                                                          
                                                                                                                                    
 Note:  A marking of 'deferred' does not necessarily mean that                                                                      
        the problem is permanently deferred.  Because we are still in                                                               
        mustfix and stopship phase, these may be temporary deferrals                                                                
        until the Selective Fix priority can be established.You will                                                                
        want to fup these until you are sure they will be permanent                                                                 
        deferrals.  Doug Boddicker will keep us informed as to the                                                                  
        Deferred Defect Resolution Process.                                                                                         
                                                                                                                                    
 Note:  Any necessary escalations or special handling required, should                                                              
        be submitted to HAZEL BROWN to take before the MustFix board.                                                               
                                                                                                                                   
  Customer list on:  boddickr:/eio       cust.usa