Account Classifications: Managed Services vs. Break/Fix
In the IT field, from a business standpoint, there are two types of customers: break/fix and managed services. Our managed services customers are the priority of our business. The needs of break/fix customers are secondary to that of the customers whose IT we manage and are responsible for.
We use Autotask classification codes to label each account so the system can action tickets and notifications based on the customer's type of business.
In Autotask, edit an account to see and change the classification dropdown box. The codes below are listed in order from highest priority customers to lowest priority customers.
Each code is exactly two digits to make email filtering and parsing possible based on the codes when they appear in a ticket email.
Codes and meanings:
RB: RMM Customer - Business
RR: RMM Customer - Residential
CS: Cloud services customer (mostly backup or web site maintenance or email purchased through GGIT only; no RMM)
BN: Business or Non-profit with no subscription. Lower priority than businesses with subscription.
SP: Home Office / Sole Proprietor - hourly. (Small or Home Office)
R0: Residential, no subscription services - low priority. (R zero)
DH: Delinquent or High Risk - NO WORK! Past due account, or customer has been consistently slow to pay.
CC: Canceled customer; inactive account
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