Information Required to Escalate DLE Issues

Overview

This article serves as a guide to gathering necessary information before opening an escalation item for Downloadable Language Emulator (DLE)-related issues.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

Step 1: Gather mandatory information below for ALL escalations.

• Customer Information
  • Account Name
  • Account Address
  • Customer Name
  • Phone Number
  • Email Address
• Lexmark Device Machine Type/Model

IMPORTANT! Please utilize this escalation template:

[PROBLEM DESCRIPTION]

• Problem frequency
• Readily repeatable or random issue

[SETUP or ENVIRONMENT] to include:

• Number of affected devices (include Lexmark and/or non-Lexmark printers)
• New roll out or new installation

[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]

Step 2: Gather primary requirements for all DLE-related issues.