Verbiage to Explain Scheduling Policies to Customer

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• Scheduling Policies

  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 ...

• 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

  This article needs clarification and general improvements. Scheduling an Appointment Before scheduling a service call add the pre-appointment checklist from the checklist library to the ticket. The default queue is Remote Support. If the work is to ...

• Technical Policies and Verbiage for Customers

  Printer Installations We cannot set up printers remotely. In order to add the printer to the computer(s) remotely, the printer must already be connected to the network. This requires onsite intervention. NAS Devices We will only provide maintenance ...

• 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 ...