[Internal Japan] How to manage Japan DPS P1 Extended hour Support (English)

Description:

For customers who purchased the Adobe Digital Publishing Suite is the gold support is granted. Period of 365 days/year - 7 days/week - 24 hours/day, Gold Support inquiries about projects 1 (P1) priority is possible. If it is made ​​P1 call outside business hours of the customer support center in Japan, you will need immediate support.

  • Business Hours of Support Center (Monday to Friday, except public holidays) 9:30 to 20:00 (UTC+9)
  • Out of Business Hours (Extended hour) - Week day, 20:00 to 9:30 (UTC+9), Saturday, Sunday and public holidays

This document explains supporting Japan P1 cases at out of business hours.

  • Hnadler: Noida DPS T2
  • Reception method:E-mail
  • Special offer:Iinterpretation and translation services by 3rd party "Bricks co., ltd"

STEP:

The customer will contact to reseption of Noida T2 via e-mail and you contact the customer with translation services.

  1. The customer send a email to cresupp@adobe.com with template (see screen shot below). C.C. to Japan technical support (j-customerservice@adobe.com) and Bricks (DL-J247-interpreter). The customer will input his company name, his name, Phone number and Adobe ID. *e-mail template has this TechNote URL for quick finding this step.

  2. Reception of Noida Tier 2 find the e-mail and transfer to DPS T2 as soon as possible.

  3. Noida DPS Tier 2 reply with templete below for imforming who will contact the customer. C.C. to Japan technical support (j-customerservice@adobe.com) and Bricks (DL-J247-interpreter). Don't forget your connect URL in reply.

    ----reply-template---

    ご担当各位

    お問合せありがとうございます。アドビシステムズ、テクニカルサポートです。 私、担当の<your name>より、お客様へ通訳と共にお電話いたします。

    サポートご提供時にお客様の環境を確認させていただくことがありますので、以下のURLへアクセスして下さい。

    Adobe Connect URL: http://my.adobeconnect.com/<your connect id>

    よろしくお願いします。

    <Your signature>

    ---end-of-reply-template---

  4. Start to Call tripartite. At first, Noida DPS T2 call to Bricks and explain below:

    • I'm Adobe technical support
    • Start to call with Bricks and our customer for troubleshooting.
    • Your name
    • Customer's company name
    • Customer name
    • Request to access with Adobe Connect

    TEL Bricks from Noida to Tokyo, Japan 0081-3-6893-7266

    TEL Bricks from US to Tokyo, Japan 0011-81-3-6893-7266

  5. To call the customer. telephone number is in the e-mail from the customer. Greeting and start Conference Call as soon as possible.

    Greeting like this "This is Adobe Systems, Technical Support. Wait a few minuites."

  6. Set Conference Call up with CISCO IP Phone:

    1. Dial out to a party and put them on hold. Repeat this step until you have all desired parties on the line. You can also join incoming calls into a conference call.
    2. Select a caller by using the up/down arrow keys, pressing theMoresoftkey, then pressing the Select softkey. The checkmark next to the phone number indicates that the call has been selected. Repeat this step for each caller until all callers have been selected.
    3. Press the Moresoftkey, then press theJoin softkey to join all callers into a conference call. To view the list of callers (Conferee List) on the conference call, press the Moresoftkey, then press theConfListsoftkey.
    4. To remove a selected caller from the conference call, use the up/down arrow keys to highlight the caller's number, then press the Remove softkey.
    5. To exit the Conferee ListPress the Exitsoftkey.
    6. To disconnect yourself from the call, press the EndCall softkey. Note that the remaining parties stay in the conference call. To end a conference call, all but one party must hang up. More info: How to Place a Conference Call on the Cisco IP Phone
  7. Interpreter (BRICKS) explain and confirm below and start troubleshooting as usual.

    • Adobe technical support
    • Start to call with Bricks and our customer for troubleshooting.
    • Your name
    • Customer's company name
    • Customer name
    • Request to access with Adobe Connect
  8. Do your best to solve the customer's issue.

  9. After closing the case or escalate to TRT, do below:

    1. Make TS Case
    2. Select Allow E-mail Output = YES, Internal Flag =NO
    3. To share the TS Case, send an e-mail with transaction number To: dl-asj-dtps, CC: j-customerservice@adobe.com

 

 

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