Special Exceptions
If we receive a 4HR part order for Microsoft at 4:30 PM customer local time on a Thursday. What service will we ship the part and what will out ETA be?
Scheduled drive. Friday 8AM customer local time
We receive a NBD for customer located in Rome Italy, per the depot routing guide we should order from AMS. AMS does not have stock but the Rome depot has stock. Do we proceed?
Yes
A NBD order for a customer in the US shipped FedEx priority overnight will have what time as their ETA?
NBD @ 10:30 local time
If its a part only RMA, when should the status be changed from Accepted to Dispatched
After we receive the order number from Flash or Choice
When placing a manual softlayer order what are we looking for on the softlayer spreadsheet? Serial Number or Part Number
Serial Number- One we are ordering CANNOT be on list
If we received a NBD RMA for Facebook in the US and the closest part available is 170 miles from customer what service should we ship the part?
NBD - its over the 150 mile cut off
If we receive a multiline RMA requesting 7 parts "part number starting with AOC" how long should we wait to after escalating to Arista to place the order?
Requested Delivery Date
SLA for a 4HR
When a order is placed as a scheduled drive or 4HR what should we put our AWB as in D360?
Local Courier
If we forget to include the Delivery ID after we have already placed the order what do we need to do?
Email vendor ASAP with the missing information
If we receive a NBD RMA for a US customer and there is no stock in HAY or DAL but other depots in the US have stock. Should we escalate for approval to proceed from a local depot?
No- We can proceed from depot without any approval
If we receive a NBD RMA and the part is not available at the depot the routing guide says to order from, but it is available at another depot that will make the SLA. What should we set our HIT-RATE as?
Yes-Gross
Does Britain have a 4th of July?
Yes, the also have a 5th of July and a 6th of July
If you go to break of meal, who do you need to inform before you go and when you come back?
Shared Services Team Chat
How many OPT misses can you cause before being written up?
If we receive an RMA for a customer that is on the Delivery ID required job aid, but there is no delivery ID listed in the RMA. Should we place the order and send email to customer asking for delivery ID?
Original requested part from DAL
We receive a 4hour RMA for a customer located in Germany at 15:32 local time how do we proceed and what will my SLA be.
Proceed as 4HR
SLA- 19:32 customer local time/13:32 EST
If we place a manual order with Choice at 12:00 EST- What time does the system update the serial number in the part information tab?
If does not- You placed it manually you must manually update all fields
Is Australia part of EMEA?
No
We are placing a NBD order for an RMA and realize that the order will be placed after the NBD depot cut off but before 3:30PM local time by checking depot cut off guide. Part is available 150 miles from customer site what should we do?
Place as a scheduled drive
SOFTLAYER RMA requesting part with AOC prefix how do we proceed?
via EDI
We receive a NBD RMA for a customer located in Israel on Thursday at 08:00 customer local time. What will the ETA & SLA be?
ETA: Sunday @ 15:00 customer local time
SLA: Sunday @ 17:00 customer local time
When doing a log check/follow up what is the difference between part proof of delivery & record completed?
Part proof of delivery we are adding the POD
record completed we are completing the record
There is no delivery ID listed in the order text but in the work description there is. Is this vaid?
YES- must be included on order