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100 <br /> 2. Glossary of Terms and Acronyms <br /> Case Number The number assigned to a customer's request for service. The Call Center <br /> electronically tracks all Case Numbers to assure customer satisfaction. <br /> CSM Customer Support Manager <br /> CSP Customer Support Plan <br /> ETA Estimated time of arrival is an estimate of when the field technician will arrive at <br /> the customer's site. <br /> FRU A Field Replaceable Unit which is any module or board which can be removed <br /> from a piece of fixed equipment and exchanged with an identical module or <br /> board. <br /> IDO Infrastructure Depot Operations <br /> Local Service A Customer authorized service provider or a Motorola Field Technical <br /> Provider Representative <br /> MSD Motorola Service Desk <br /> Response Response times are defined as having an on-site technician, or a remote <br /> systems support specialist having taken assignment of the issue and working <br /> on the system. <br /> RSC Radio Service Center— Subscriber repair center <br /> SCC System Component Center - Systems Repair Center <br /> SSC System Support Center <br /> Severity Each incoming call is assigned a severity level of Severity One, Two, Three and <br /> Four. Severity levels determine the Response Time Commitments. <br />