Scheduling Policies

Scheduling Policies




Most of this article does not apply to help desk support. Help desk customers are either entitle to support 13 hours per weekday, or 24/7. 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 Roberta or other senior staff and must be for a good reason.


  • 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, customer's Primary Authorization Contact must authorize the onsite request.
  • For both remote and onsite support, except for "background" appointments, someone must be present at the start of the appointment. For "background" remote appointments, we must confirm that sleep is disabled and the computer will be accessible). 
  • For onsite support, a customer contact must be onsite the whole time. Please plan jobs accordingly by scheduling 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 always be scheduled for arrival first thing 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 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. For jobs expected to last four or five hours, the goal should be to the get the tech onsite by noon or 1 so work can complete by approximately 5pm. 

Project Work, Site Assessments 

For a job that requires physical work, do not provide a quote without seeing the space. Small jobs, like a rack removal or printer issue, should be done on an hourly basis.  

Missed Remote Appointments

If a customer 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 unless and until customer replies. 




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