Purpose
To generate consistency and eliminate confusion, this policy and procedure will outline the proper steps when Field Service has game or controller logs that need to be sent to TAC for review and potential escalation. This is the same process even if you cannot get logs from the game or controller.
When an issue needs to be alerted / escelated to TAC:
After logs are obtained in the field (if possible) and need to be sent to TAC, the preferred method is by email.
An email should be sent to support@playags.com and tac@playags.com that contains your ticket number followed by @@1 in the subject line so the logs will automatically be attached to the ticket in the system.
Please enter a brief description of the issue. Below is an example of an email with the correct info entered:
In the ticket, create an activity for TAC by using the “Need TAC” stop code.
Please note – TAC will assist with any logs that have size limitation errors. Please make sure to notate if you are having any issues sending the logs over in the main notes section of your ticket. The TAC agent that picks up the activity will reach out to you for further guidance.
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