Customer Complaint / Suggestion Entry
Complaint: A complaint is an expression of dissatisfaction made to an organization, related to its products, services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. Definition from: ISO 10002:2004

Service Request: Access to a service or pre-approved change, exchange, information request.




























DEFINITIONS

• Major Event: The requests which are communicated by the customer yet reopened 3 times due to the customer’s not accepting the applied solution and which are escalated to top management.

• Urgent Change: Changes which should be made in cases which require urgent response due to service interruption and/or usage problems for a wide range of users are considered in this type.

• Urgent Transfer: They are the transfers which are realized for making very urgent corrections when faced with problem(s) and/or outage(s) in the production environment and when there is not enough time for applying the existing flow and which are proceeded with a
  fast approval and notification process.

• Complaint: A complaint is an expression of dissatisfaction made to an organization, related to its products, services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. Definition from: ISO 10002:2004