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USING A COMPUTER HARDWARE AND SOFTWARE SUPPORT ISSUE LOG

A computer hardware/software support log should be used to record all calls and letters concerning computer problems.  The information contained on the hardware/software support log can help substantiate any on-going problems you are having with the vendor and could be used as a negotiating tool to obtain a refund or adjustment of support costs.  This is also an important internal tool as many times it may be determined when reviewing the log that the problem is due to a procedure not being followed or to operator errors.

The information that should be recorded on the log are:

  • Date
  • Time
  • Who called
  • Person talked to
  • Problem description
  • Action taken
  • When action is to be taken or problem to be solved
  • Date of follow-up
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