The primary point of contact for all support activity is your support engineer. You have direct access to this individual in order to raise and progress your support problems. If your support engineer requires additional information or is unable to resolve the problem during his initial contact, then the call will be logged. This may be done either by your support engineer or by the support call logger. This process ensures that a call reference number is associated with the issue so that it can be progressed. It is important that during the first contact with support engineer the priority and immediate course of action is agreed. We recommend that you appoint a similar primary contact person (i.e. Manager) for your organization.