billing and financial
Company Directory
Staff Directory This staff directory is for internal use only. When customers call in, they are guided via the menu options. Please do not give our employees' direct line numbers or extensions to customers or anyone else. They are for internal use ...
Labor Excluded from Managed Services
This article discusses various support requests that may arise that are not included in our managed services contracts and are therefore billable to the client. The purpose of this article is for everyone to be aware of these policies so that Roberta ...
Entering Ticket Time Entries in AutoTask
This article is about ticket time entries. This is not about task time entries. The purpose of the time entry is to: document time spent on assignments, help us decide what to bill the customer for, justify the charges to the customer document ...
Policies for Expedited Service for Managed and non-Managed Customers
On-Site Visits All expedited onsite services are charged at double our regular rate. Additionally, there is a 2-hour minimum charge as opposed to our normal one-hour minimum. This is to cover the cost of rescheduling, as well as the added travel ...
Entering Time That Does Not Belong on a Customer Ticket
Technicians and temporary employees should enter all the time they work, not just customer ticket time, in Autotask. You should use the current instance of the ticket template called Non-Ticket Time. The template number is: T20230704.0002.000. Here ...
Overdue Invoice Reminders
This is an overview of how we handle Accounts Receivables. Overview and Office Admin Responsibilities Automatic emails go out from QuickBooks Online 3, 14 and 30 days after the due date. At the 30-day mark, QB will send an email warning of possible ...
How to Confirm Techs Have Entered Autotask Ticket Time Entries for the Previous Week's Service Calls (Weekly Tech Ticket Time Entry Reconciliation)
Summary Each tech's service call spreadsheet should be reconciled against the list of tech time entries to confirm there is a ticket time entry for each scheduled service call. The spreadsheets are found in the Weekly_Tech_Hours folder at the root of ...
Mac Security - Screen Sharing Workflow
Unfortunately, the default limitations on screen sharing are a basic part of Macs' security. The program needs to be run before the permissions can be enabled. So it would not be realistic for us to run each program and set up permissions for all the ...
Deactivating Configuration Items
Deactivating RMM Configuration Items RMM Configuration Items should always be removed via the RMM portal. This will cause them to automatically be deactivated in Autotask. Once they are deactivated in AT, Roberta receives an alert in Slack and will ...
How to Handle a Customer Missing or Calling in Late for a Remote Appointment
If the user doesn't call within ten minutes of the appointment time, Tech should set ticket status NO-SHOW: remote customer. (A workflow rule will fire causing an email to be sent to the ticket contact informing them they missed the appointment.) If ...
Policy on Tech Performing Research or Other Out-of-Ticket-Scope Work for Customer
"Research" Extended research (anything beyond a quick Google search or reading one or two vendor articles) may be considered a project. All research projects are billable. Therefore, it's important that we ask for and receive approval from the ...
Quote Approved- Action (draft)
Once the quote is approved, we must send an invoice to the customer. For labor, we sometimes require full payment in advance, and we sometimes require only a deposit on labor. Check the quote to verify whether we are invoicing in advance for full or ...
Customer Wants to Send Us 1099 or Requests a W9
Please not send the customer a W9 form, even if they request one. It is a security concern. It also creates extra paperwork at tax time. Please tell the customer that we’re an S Corp and we don’t give out a W9 as they don’t need it. If they insist, ...
Invoicing Workflow
Monthly Customers Monthly customers are invoiced on the 15th of the month for the next month's services. Payment is due 15 days after the invoice date. There are a couple of exceptions: Exceptions Talker Inc billed on the first of the month for the ...
Authorization and Payment Policies and Instructions
Only administrative personnel should ever discuss billing-, pricing- or payment-related with customers. New Break/Fix Customers For new customers, we generally request payment in advance. We can take a credit card authorization without creating an ...