The CMF telephone hotline is the central reporting point for computer related problems. When a call is placed, the operator will ask for the person s name, the CMF number of the computers, and the nature of the problem. Whenever possible, problems are resolved during the telephone conversation. If a phone fix is not possible, the problem is logged into the CMF Customer Service Problem Reporting and Tracking System, which initiates a trouble call . The problem is then directed to a CMF technician or a third party vendor.
Most equipment is repaired and ready to be picked up within three business days.
In most cases, repair is completed at the customer s location in one to two business days. The CMF Customer Service Problem Reporting and Tracking Database System, assigns repairs on a first come, first serve basis. In cases where a phone fix is not possible, a CMF technician will, if requested, meet with the user at the user s location and advise on the best solution. If parts are required, and not locally available, the user will be advised as to what is required and where to acquire the needed parts. PM Teams are constantly performing regular maintenance on all microcomputers and terminal equipment in CSD s labs and public terminals areas.