Customer RMM FAQ - Answers to Questions RMM Customers Ask About Updates

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• Managed Services and How to Find More info about Customer Contracts

  This is a general guide to the services we offer. These divisions are flexible, as we try to meet the needs of the individual customer when we propose a managed services offering: Most of the terms used here are common in our industry. A quick Google ...

• Questions Prospective Customers Ask and How to Respond

  If customer asks where we're located: It's ok to say our headquarters is in Teaneck, but our technicians travel within Manhattan / North Jersey / parts of Westchester and Rockland counties. If customer asks if they can visit us: We do not have a ...

• Policy on Driver and Software Updates

  While working on a device, you may see updates that have not been installed. Remember that our RMM platform handles Windows updates and some Mac and third party updates. If an update hasn't occurred, there may be a good reason why. Don't do updates ...

• New Prospect and Client Intake Instructions (New Customer)

  This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...

• Policy Against Discussing Billing with Customers

  Technicians are strictly prohibited from discussing any aspect of billing with customers. Please ask customer to direct billing or financial inquiries to the office or offer to refer billing questions to the office on behalf of the customer.