Policy on Tech Performing Research or Other Out-of-Ticket-Scope Work for Customer
"Research"
Extended research (anything beyond a quick Google search or reading one or two vendor articles) may be considered a project. All research projects are billable. Therefore, it's important that we ask for and receive approval from the appropriate customer authorization contact before proceeding.
If the tech believes there is a need for extensive research to assist a customer with a specific issue, tech should inform the customer that s/he will discuss the issue with the Office Admin. Office Admin may consult with senior IT specialist and/or CEO in order to make the decision as to whether the research is billable and whether it will be approved. Office admin will then inform customer if research is billable.
Tech should not proceed with any research or other "extra" work unless s/he receives approval from office admin or Management . Once approval is given, tech should not exceed the time limit specified, if any.
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