General
RAM explanation / verbiage for customers
This verbiage is primarily for managed services customers who receive reports and may ask about the amount of RAM in their computers. But it can be edited to serve as a general purpose explanation. Hi xxx, Thank you for your message. RAM is a ...
Verbiage to Explain We Don't Support non-Exchange Emailand Convince Customer to Switch
POP mail is not very reliable because if there's a problem, the mail is stored locally on the computer and not in the cloud. This will also result in time-consuming issues when setting up a new PC because calendars and contacts will need to be ...
Why It's Important that Apple IDs tied to workstations are associated with company email addresses, not personal email addresses
When the line between business and personal gets blurred, it can lead to problems, security risks, and loss of important business data. Therefore, it is important to have a business account set up for users that uses specific work credentials that ...
Setting up Screenconnect Permissions
Allow accessibility Access 1. Go to System Preferences 2. Select Security and Privacy 3. Click the lock in the corner window to unlock the privacy settings. 4. Click on the privacy tab and select Accessibility 5. Check the box next to the ConnectWise ...
Why Morning On-Site Jobs Must Be Scheduled for 9AM
Verbiage to explain to customer why morning on-site work must be scheduled for between 9AM and 10AM: "It's unfair to customers scheduled later in the day if the techs start their day that late because it means everything else gets pushed back." The ...
Bulk Emails ("Bulletins") to Users
When sending a service bulletin or other email to multiple users: Use MailerLite whenever possible. If using direct email, don't send to more than 25 users to avoid email being flagged as spam. Always BCC Prepend the subject with "[GGIT]" (no ...
Verbiage about Carbon Systems
Carbon Systems manuactures business-class computers with high-end components at a reasonable price. You may not have heard of them because they don’t sell directly to consumers. Since they sell to IT companies, they have to make a high quality ...
Create Proposal for RMM Prospect - Initial Questions
Questions for MSA Prospects Number of users? Laptops or desktops? Remote or onsite? Server or cloud data? What is your budget? Backups? Major applications? Pain points? Need remote access? When does current contract expire?
Policy Against Discussing Billing with Customers
Technicians are strictly prohibited from discussing any aspect of billing with customers. Please ask customer to direct billing or financial inquiries to the office or offer to refer billing questions to the office on behalf of the customer. ...
Giving Us Enough Notice When Ordering Computers
There are a few factors that effect the timeline when we are ordering a new machine for you. It takes time to put the quote together, depending on how busy we are and what availability is with our vendors at any given time. There is a lot of ...
Customer Sends Support Request to Address Other Than Support@
When a customer emails you directly, politely ask the customer to send the request to the support address: To expedite service, can you please send your support request to support@nygeekgirls.com. Thanks!
Importance of a Firewall
Due to the overwhelming epidemic of hacking, ransomware and malware effecting small businesses and municipalities, we strongly urge all of our business customers to have a business-class firewall, which provides much better protection against attacks ...
Equipment Must be on site before Appointment: Verbiage
We have had bad experiences with packages being delayed, and for that reason we don't schedule an appointment until the hardware is on site. Say something like “I don't want to promise anything until we see that the equipment is there. I appreciate ...
Contacting Customer: Policies for Team Members
Contact customer by responding to the ticket, not directly via email. If an existing customer emails you directly instead of emailing the support address, forward the email to request@thinkauto.geekgirlsit.com and a new ticket will automatically get ...
Customer RMM FAQ - Answers to Questions RMM Customers Ask About Updates
This has been moved to https://geekgirlsit.com/patch/. Please get familiar with the information in this article. Refer customer to the link as appropriate.