OKUnable To UseStill FunctionalNo Service ContractUnder Service ContractYesNoOKOKWill Decide LaterYesNoOKYesNoOKYesNoOKDocumentation ErrorUser ErrorFeature RequestOtherYesNoOKThis procedure discusses how customer complaints shall be processed for XYZ Corp accounting software.Is the customer unable to use the software service for routine operation?Is the customer on a paid service contract?Is the customer running the latest version of software - V3.03?Explain the billable support fees to the customer.Enter the customer service ID in the Comments field.Does the customer wish to purchase support?Wait for return call to complete.Escalate the issue to Tier 2 Support Staff.Suggest that the customer manually restore the previous system backup. Make sure they understand that they will lose all transactions posted since that backup.Escalate the issue to Tier 2 Support Staff.Ask customer to explain the problem. Does this problem appear in knowledge base?Tell customer that upgrades correct many common defects and encourage them to upgrade to see if the problem is resolved.Enter the Knowledge Base ID in the Comments box.Does this problem appear to be a defect in our software.If there are any workaround or errata notes for this item, explain them to the customer.Explain that this is a known defect and apologize foe the inconvenience.Forward the details of this problem to Steven Roberts, Senior Support Engineer, for analysis.How would you classify this problem? Add detail as needed in the Comments field.Forward the details of this incident to Sara Mathews in Documentation Department.Try to explain to the customer how he/she should use the product. Does he/she now understand?Explain to the customer that this is actually a feature request and that the request will be logged and forwarded to product management.Provide as much detail as you can in the Comments field.Be sure to log the request in the engineering database.Log the issue in the customer database.Offer to transfer the customer to a Senior Manager.