Minimum Communications Standards
The goal of OwnIT.help is to support and empower our Technical Partners to provide the highest level of service to their customers.
To that end, there is a process to follow that ensures that if there is a break in communication or service, it’s not on the Tech’s part.
The steps below are just the minimum communication necessary to ensure the customer is informed and up to date on the status of their ticket. And remember, the device that is down could be the customer’s livelihood.
If you are a new tech, don’t worry about understanding how tickets are handled or created. That information will be in an email you’ll receive soon.
OwnIT's Target response time for a new ticket is less than 8 hours
Once a ticket is claimed by a Technical Partner, that Tech reaches out to the customer within 1 hour to make first contact
The exception to this rule is tickets created/claimed between the hours of 8:00pm and 8:00am. Unless the ticket is marked high priority or is an emergency, the Tech that claims a ticket in this window can wait until the next day to contact the customer
The first contact is a phone call or email for the purposes of fact finding or potentially setting up a day and time to meet the customer on-site, pick up the machine, or remote in to start resolving the issue
The customer will receive an email from OwnIT within three hours of their ticket being claimed to check and make sure they have heard from their Tech
All claimed tickets need to have updated notes within 12 hours of every contact, even if you don’t reach them. That way we have documentation if they claim that we haven’t been in touch
When a customer contacts their Tech, the Tech should do what they can to respond right away. If that isn’t possible, then at the Tech’s earliest convenience. The customer should never have to wait more than 24 hours for a response
If for any reason you cannot resolve a ticket you claimed (something came up in your personal life, you can’t figure out the solution, etc.) either talk to another Tech about passing it on to them or let OwnIT know so we can make sure the customer still gets taken care of
In the event that a customer can’t be reached:
If you have tried to contact the customer for the first time and didn’t reach them, leave a message with the best way to reach you. If you don’t hear back in 24 hours then try their other method of contact (phone, email, fax, carrier pigeon). If they still haven’t responded in another 24 hours, try all methods of contact one last time. After another 24 hours (3 days total) without contact, close the ticket.
A word about Technical Partner created tickets:
If a customer reaches out to you directly for a new issue, it’s required that you create a new ticket to document the work you did in case the same issue comes up again. Also, so the customer has details of the work you did. Most importantly so you can get paid for it!
A word about tickets for subscription customers:
Every contact you have with a subscription customer needs to be documented for the same reasons as the previous section. But also, so we can keep track of how many included hours you have used.