Special Procedures - On-Site Visits for Non-Managed Customers

Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior staff member first. 

Before Work Begins

1. BACKUP SYSTEM IN PLACE?     

If the client does not have a backup system in place, explain the importance of backing up and ask customer to call office soon to follow up. Notify office admin of this situation so she can follow up with customer if necessary. 

2. SECURITY IN PLACE? 

Make sure the client has AV (software or hardware). If the client does not have these in place, explain their importance and and ask customer to call office soon to follow up. Notify office admin of this situation so she can f/u with customer if necessary. 

After Completion of Work

1. Suggest Installing ScreenConnect

Any time you visit a non-managed client who is not currently using ScreenConnect, ask the client if they would like for you to install remote access software to provide remote help in the future. Tell the customer "ScreenConnect allows us to remotely access their computer so we can address minor issues."

We can always do a temporary installation later on if the customer needs remote support although some customers find it difficult to get the software installed on their own. 

To install SC: Send the user a ScreenConnect link that can be accessed from the user's computer. (Send an email to request@thinkauto.geekgirlsit.com with the subject “screenconnect” and only the recipient’s email address in the body (make sure to erase your signature) to have instructions and link to install Screen Connect automatically sent to the recipient's email. 

Add customer or company name under “Organization.”  (If the customer is an individual, company name is [last name, first name].  

Run installer on user's computer.

 

Do not go to screenconnect.com. NYGG owns the software and it is hosted on our own server. You will not find any useful software on the screenconnect.com web site. 

2. Give Passwords to Customer. 

For any new passwords created, make sure the client has this information and understands how to access it (e.g., in a text file on desktop, or on a piece of paper handed to the client). 

Ask customer if they would like us to store changes, additions, passwords, etc. in our documentation portal. Advise that the time to enter this data is billable. (Depending on the circumstance it can be done either onsite or later.)  If the customer is new, hand them a GGIT card.  Do not give the client your phone number. Only provide them with NYGG contact information. If they ask for your information, tell them you can be reached through the main GGIT number.  

If client wishes for us to store their credentials then you should add them to IT Glue directly. (Do NOT write them on the forms.) Please enter a time entry in AT for this labor as it is billable for non-managed customers. 

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