Scheduling Policies

Scheduling Policies


Info
This article is not intended to apply to Mission Control help desk support. The hours outside our work hours are covered by Mission Control. They do their own scheduling. 

Business Hours

Business hours are 8:30am – 5:30pm. Any work that is scheduled to begin before or after that time will generally be charged time and a half. Exceptions must be approved by senior staff.


  • Work that begins within business hours but continues into non-business hours will be charged overtime for the non-business hours.  
  • We do not schedule work to begin before or after business hours unless the customer specifically requests it and is informed of and agrees to the overtime charges. 

Customer Appointment Authorization and Contact

  • For an onsite appointment, the proper Authorization Contact must authorize the onsite request.
  • For both remote and onsite support, except for "background" or "no user there" appointments, a ticket contact must be present at the start of the appointment. (For "no user there" remote appointments, it's built into the Autotask ticket checklists that the office admin confirms that sleep is disabled and the computer will be accessible). 
  • For onsite support, a customer contact must be onsite the whole time. Please schedule enough time and person-power for work to be completed before the customer needs to leave or the business needs to close for the day. 

On-site Appointment Hours

Morning on-site appointments should ideally be scheduled for arrival in the morning, between 9 and 10am and the tech should aim for arrival at the time the tech's normal workday would start. If the customer wants a later morning time, here's a suggestion of what to say. 

Afternoon on-site appointments are based on how long the tech's morning work is expected to last. In general they're scheduled for noon or 1. (If this interferes with tech's lunch hour, the tech can eat lunch earlier, or the job can be scheduled for a little later, depending on how long it is expected to last. The goal should be to the get the tech onsite in time so work can complete by approximately 5pm. 

Project Work, Site Assessments 

For a job that requires physical work, we do not provide a flat-rate quote without seeing the space for an assessment. (This assessment is usually billable but sometimes we will waive the assessment fee for long-term good customers.) Small jobs, like a rack removal or printer issue, can be done on an hourly basis.  

Missed Remote Appointments

If a user does not call in for a remote appointment, the tech who was expecting the call should set the ticket status to "remote customer: NO-SHOW." This will cause a message to be sent to the ticket contact about the missed appointment. No further action should be taken until the user replies. 





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