EMU1 and EMU2 Support Plan & Mitigation

Machine Install Support Parts

Build
EMU1 Install done by Owner with support from local ATS Call ATS support – standard elevation Parts robbed from existing engines at GBU
(~Nov/DEC) and Smoke Jumpers. Owners Use draft install (requires rapid training of ATS team for install and basic
videos/Instructions. knowledge) – emails and phone numbers Plan implemented with dragon for spare
parts.
Option: Escalation path is SMOKE Jumper/ATS>TME’s>CPE
• Have Smoke Jumpers take ATS key folks on Option: Full unit replacement if needed.
installs to train. Option:
• Smoke Jumpers install EMU1 units as much as • Any unit issue not able to be fixed via phone requires full
possible and take ATS with them unit replacement Need to follow up on getting any part at
• LPD USB offline process only • Get ATS their own units for each region to reproduce any time from GBU stockpile / GBU Units
• Default to slowest speed acceptable for issues
support/training units • Timeframe – Now till ~March, 2017
• Some EMU1 units not needed till March – no
urgency here
EMU2 Done by Owner with support from local ATS and By Local ATS support – standard elevation Parts robbed from existing engines at GBU
(~Dec/Jan) Smoke Jumpers. Use official install videos / (requires additional training of ATS team for install and basic
Instructions. knowledge) Option: Full unit replacement if needed.

Option:
• Have Smoke Jumpers take ATS key folks on
installs to train.
• Have Smoke Jumpers install key customer units.
• LPD offline or automatic Cloud used as
availability allows
• Default to slowest speed acceptable for support
and Training units.
Escalation path is SMOKE Jumper/ATS >TME>CPE Potential of some parts from Dragon in
Option: advance of HP setup.
• Any unit issue not able to be fixed via phone may require
full unit replacement
• Train 9 region key resources
• Timeframe – Late Dec/ Jan till March, 2017
• EMU2 transition to standard process as Field/Call Centers
as they complete training in Feb. - March 2017
EMU1 and EMU2 Support Plan
Some Basic Concepts to Consider:

• Understand the customer and intended use for the EMU units and prioritize support for:
• End Customer
• Channel Partner
• Internal HP
• Marketing
• Training
• Ensure there are machines held back in each region at and the GBU for replacement units (10%)
• All owners will be notified of the expectations for install and support for their engines.
• Watch install video’s provided by TME’s
• Read Step by step Install / Configure instructions from TME’s
• Read LPD manual process instructions from TME
• Review Support Path Document (This Slide set)
• Participate in pre EMU Ship Support call with ATS/TME

• Support Path is ATS/Smoke jumper > TME > GBU R&D

• Will give Level 2 early practice and familiarity
• Opportunity to get early hands on for new UI
• A region ATS ‘lead’ identified for support in each region.
EMU1 and EMU2 Risks
• Products are not as stable as typical EMU1 and EMU2.
• Will require more support. Support requirements of TMEs, if high, will impact
other items for intro.
• FW upgrades have been difficult and WW support of FW upgrades will be
required.
• May have class HW and FW issues.

• Products are not customer installable

• Requires training for install –which will not be available before March.
• Issues can be created by improper installation, even machine damage (50% of
the issues with the Boise site deployment)

• Products require qualified support personnel which will not be available prior to
mid March earliest.
• Improper support can damage units.
• Will drain resources at GBU for urgent support needs, impacting intro.
Support Hierarchy A3 program
EMU1 and EMU2
owners – support Path
– via email?, phone?
Advanced Tech Support
Level 1.5 Call Center Agents
• Technical Specialists by HW, FW, SW
• Factory Engineering support
Fac • Ability to speak English
tor
y • Experienced GBU Engineer
Level 3 • Expertise with Gemstones Devices
Support (FTME •
•
Excellent troubleshooting skills
Excellent customer interface skills
and CTME)
• Experienced GBU Technical resource
• Expertise with Gemstones Devices
Level 2 Support • Excellent troubleshooting skills
• Excellent customer interface skills
• Meets requirements for Level 1.5 support
• Pass ‘pre-requisite’ training
•
•
Completed region training requirements
Known good customer interface skills