2007/04/16 Caterpillar

Engine: Commercial

All Diesel

Engine:

All Commercial Gas Engines

Engine News SEBD9357, June 2005, "Consulting the Application Support Center (ASC) or the Dealer Solution Network (DSN)". Disregard this article. Refer to the information that follows.

Inquiries to the DSN or ASC systems are based on the nature of the problem. It is the responsibility of the dealer Technical Communicator (TC), to assign an issue or an inquiry to the proper system. The purpose of the guidelines are to assist you in directing the issue to the proper system.

Note: These are only guidelines, not firm rules. All possibilities may not be covered within these guidelines. When exceptions arise, good judgment should prevail.

The start-up and the commissioning procedure for a new product is the responsibility of the Caterpillar dealers. Dealers can find technical information through the following sources:

• Application and Installation Guides

• Service Manuals

• The Technical Marketing Information (TMI) system

When to Use the ASC

• All size engines except Cat Motoren (CM) products: application and installation issues, before the sale technical support

• Commercial engines, attachments, and power generation products only

• Before the sale support (order related questions must be routed through the orders group and the account managers)

• No ship date from the factory

• Application and installation issues, whether in service or not

• A request for a quotation

• An inquiry for technical data

• An issue with the Interface between Cat controls and OEM controls

• Factory OEM first production or prototype equipment

• Engine rerate, for units in service by the end user, the application and installation systems are affected.

Note: In order to gain access to the ASC, refer to the following web site: A login ID and a password for Corporate Web Security are required.

• https://cds.cat.com/misc/eompext.nsf

When to Use the DSN

• Product health issues and service support related inquiries for all sizes of engines.

• A password is not available through the Factory Password System (FPS).

• Issues with diagnostic codes

• Engine rerate, for units in service by the end user, the application and installation systems are not affected.

• Restore the functionality of the engine or the engine package.

• Product health issues: the engine leaks, the engine smokes, materials or workmanship and engine software issues.

Work through your dealer TC to contact the DSN for information necessary to complete any repairs.