Before calling the support phone, determine the severity of your case. The support phone should only be called if there is an emergency. If it is not an emergency, please go to the CAT² Customer Portal to enter a case. Once a case has been entered, it will be reviewed during normal business hours.
NOTE: If you are unsure of whether your case is critical or emergency, call the support phone for help.
NOTE: If you are unsure about how to enter cases in the CAT² Customer Portal, please review the documentation. If you are still unable to access the portal, call the support phone to be walked through the process.
If it is an emergency, the CAT² employee will do their best to handle the situation or reach out to the appropriate resource who is knowledgeable and can assist you with the specific problem.
The following is how support priorities are categorized:
Emergency – The plant has shut down major functionality. Production and/or shipping have been stopped because of this issue.
Critical – The plant has an issue that could, if not handled quickly, result in complete production and/or shipping halt. There is no workaround readily available and overall production is majorly affected.
High – The plant has an issue that affects normal operation but has a tedious workaround. The plant is not in danger of shutting down and overall production is minorly, if at all, affected.
Medium – The plant has an issue that is not affecting overall output, but is affecting workload. The solution will be scheduled for a future software release.
Low – The plant has an issue affecting productivity: - Been resolved and waiting for final confirmation - Minor inconveniences but not critical to the operation - Any problem that does not fall into medium, high, critical, or emergency
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