Verbiage to Explain Scheduling Policies to Customer
Clarify Response Time to End User
For customers not on a help
desk plan, we typically schedule appointments 1-2 days out.
Special Circumstances
Because we already worked on this issue without success, we will try to accommodate you and schedule something as soon as possible.
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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 ...
New Prospect and Client Intake Instructions (New Customer)
This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...
Service Call (Appointment) Scheduling Procedures
Scheduling an Appointment All of these steps must be completed for a service call to be considered properly scheduled: Select the pre-appointment checklist before scheduling remote appointments. Set Queue to one of the following, as appropriate: ...
Technical Policies and Verbiage for Customers
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Scheduling Internal Work Using TimeZest
For internal work (Scheduled Maintenance / Background Work queue). use one of the TimeZest appointment types prefaced with the word [INTERNAL] in brackets at the beginning of the name. The customer will not receive an appointment confirmation or ...