If this is your first contact regarding this problem a unique incident number will be assigned. A Problem Management Record (PMR) is opened on the RETAIN® database system, where all activity associated with your problem is recorded. The PMR remains “open” until it is solved.
Make a note of the incident number on your copy of the problem reporting sheet. You will be expected to quote the incident number in all future correspondence relating to this problem.
Your initial communication with the support organization is through a Level-1 representative, who uses the keywords that you have provided to search the RETAIN database for problems with similar symptoms. If your problem is found to be one already known to the support organization, and a fix has been devised for it, you will be advised of the availability of corrective service software that you can install to overcome the problem, as described in Obtaining the fix. If the RETAIN search is unsuccessful, the problem is passed on to a Level-2 representative who will contact you for more information about your problem, to start a more detailed investigation of the cause.