This article discusses various support requests that may arise that are not included in our managed services contracts and are therefore billable to the client. The purpose of this article is for everyone to be aware of these policies so that Roberta doesn't have to intervene in our processes whenever a request comes in that is not included in the agreement.
If an issue is excluded, that does not mean we will not work on it. It does mean that the customer must be informed in writing by the office admin that the labor for the request is billable, and the customer must accept this stipulation in writing before work can begin.
While customers should know what is included and excluded because these items are enumerated is their signed agreements, it is best to avoid surprises and complaints by following these procedures.
For Administrative Office Personnel
It is particularly important for the office admin to be aware of these items so that, in the event of a request, the office admin can advise the customer that the work is billable and receive authorization to perform the work. Office admin should bookmark this page and refer to it as often as needed.
For Technicians
While is can be helpful for technicians to have this information, rather than memorizing this list, the best practice is to stay within the scope of the ticket. If something is outside the scope of the work assigned on the ticket, advise the customer that you will not be able to perform that work in the current session, but you will make sure that a ticket is created. Then ask the office admin to create the ticket.
On the other hand, if the request can be considered minor and it would be considered appropriate, you may proceed after getting authorization from office admin or other senior personnel before proceeding.
Routine Support Requests
For non-help desk customers, all end-user support requests are billable according to our managed services agreement. However, it is not necessary to get permission for common end-user issues, because the frequent nature of these requests makes it clear that customers understand that these issues are billable. It is the more unusual circumstances (listed below) for which both customers and GGIT team members may not be aware of the billable nature of the request.
Services Excluded for All Customers Including Help Desk Customers
These are the services that are excluded from our managed services agreement:
- Known software or hardware bug or defect without a published fix
- Requests to share files or folders with external users, requests to edit, move or create files or folders, or other content-related requests.
- issues with a peripheral device (such as a printer) connected to a non-RMM device or not on the company’s office network.
- Remediation of hardware issues (replacing hard drives, keyboards, etc).
- Issues on a non-RMM device.
- Configuration and support of tablets and cell phones which have not been added to Mobile Device Management. Exception for help desk customers only: assistance configuring email on a new device is included.
- Troubleshooting
third-party
apps/software on phones and tablets is excluded even
on devices under Mobile Device Management (unless the issue is caused by and directly related
to our Mobile Device Management).
- Moves of existing equipment or changes to existing equipment and software such as upgrades, or scope changes in how the network or equipment is configured, operates or is used.
- File transfer from or to local workstations. (This includes file transfers done as part of a device setup, removal, or swap (i.e., these transfers are always billable). See also: Policy On Users Storing Data on Their Local Workstations
- Interactions with third-party vendors including providing network or device access, remote sessions with vendors, and emails and phone calls with vendors.
- Any onsite or bench work unless otherwise approved by management.
- Removal of software that was not installed by GGIT because it conflicts with software that we use to provide managed services or remote access.
- Normally installation of application software updates is included for help desk customers. However, updates on more than three computers are billable even for help desk customers.