Policy on Tech Performing Research or Other Out-of-Ticket-Scope Work for Customer

Policy on Tech Performing Research or Other Out-of-Ticket-Scope Work for Customer

Techs should not promise or agree to do work outside the scope of the ticket unless it is first approved by the office admin or management. 

Tech should never agree or offer to do follow-up work of any kind without first getting office approval, and should never promise the customer either an update or completion of work by a certain date or time. Only office personnel and senior technicians are permitted to make a time commitment to a customer. 

"Research"

All research is considered a project. All research projects are billable and must be approved by Management. Techs are not authorized to research solutions outside of the scope of knowledge of the company. 

If the tech believes there is a need for 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 or Management. Office Admin and Management will make the ultimate decision as to whether the research is billable and whether it will be approved and will 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. 



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