Provide Hotline and SERVICE LEVEL 0

General :
Version:	1.0

Project :
Author:	Holm Küfner
Created:	20.12.2013 12:57:52
Modified:	06.10.2017 22:37:54

Diagram Elements :

Immediate stop of system use

Senior CS Specialist

Provide SERVICE LEVEL 1

Get and review customer feedback

RCB Risk Control Board

Inform about adverse event

Manage CAPAs

SL Specialist

Negotiate sales & service contract

Critical event managed

Complaint report

Adverse event?

Set complaint resolved in SL0

Issue solved?

CS Knowledge base

Solve complaint verbally

Complaint

Set complaint SL1 active

Sales and service contract

Service level 0 provided

Does service contract cover request?

Check service contract status

Ask for adverse event with patient involved

Note complaint

Junior CS Specialist