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Technical Assistance
Center

Technical Assistance Management Process

Stage 1: Call Management

Your request will be assigned a unique tracking number in our Call Management System, and a Severity Level will be assigned based on the nature of the problem. The Severity Level determines the path your Case will follow to resolution.

Stage 2: Evaluating & Resolving the Problem

If your problem is determined in Stage 1 to require additional resources or the escalation threshold has elapsed, your call will be reviewed at Stage 2 by a Product Specialist. The Product Specialist and the TSE will develop a plan to troubleshoot the problem. The TSE will continue to manage your call and provide you with a single point of contact for the Case Number.

Stage 3: Escalation of an Open Call

During the resolution process, contact the TAC if you want to learn the status of your outstanding case, or if you would like to escalate your concerns. The TSE can escalate your case (please have your case number available.) This Engineer can escalate your case to the next level. Should you need to escalate your case more quickly, you may also contact any of the following people:

• Technical Assistance Center Manager
• Director of Customer Services
• Vice President of Global Services

Stage 4: Resolution Support Team

If at any time Engineering resources are required to solve a problem, the TSE will engage the appropriate Development Engineer, through our escalation process, to participate in the resolution of the problem. BlueArc maintains a fully staffed Sustaining Engineering organization with on-call development personnel available 24x7. Sustaining Engineering works closely with the BlueArc TAC management to assess, prioritize, and status on-going and immediate customer cases and to prioritize resolution of identified Defects.