A contract customer is having issues with installing Adobe DC. You resolve it after an hour and a half. Is it billable?
Yes. Installing apps isn't an included service. Especially if it takes 90 minutes. Bill it.
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Okay!
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10
A contract customer just went and bought a new printer for his office. You help to get it working, install driver, ensure that he can print and scan. Is this billable?
Yes. We support existing devices, not newly added ones. Once they are added, then we do support them.
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Okay!
Check
10
Contract customer needs a scan to folder set up on an existing MF Printer that everyone uses in the office. Is it billable?
No. We will help with troubleshooting existing devices.
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Okay!
Check
monster
Reset all scores!
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Take 20 points!
Okay!
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Go to first place!
Okay!
lifesaver
Give 20 points!
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10
A contract customer's WORK computer is infected with a virus. You spend an hour remediating. Is it billable?
Yes.
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Okay!
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10
Contract customer asks for help. Outlook is crashing. Ultimately determine that an Office update was the problem. Spent 30 minutes to remove the update. Is it billable?
No. We'll support issues MS Office applications.
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Okay!
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Double points!
Okay!
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Take points!
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Give 25 points!
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15
Customer is having syncing issues with DropBox and is requesting help to resolve.
Yes. We don't support Dropbox. We do support Workplace.
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Okay!
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10
Customer opens a case because they can't print a document. The printer is not new to the office. You troubleshoot for 45 min and finally fix with a driver re-install.
No. Printing to an existing printer is included in our help desk package.
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Okay!
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Give 25 points!
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Double points!
Okay!
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Other team loses 25 points!
Okay!
lifesaver
Give 15 points!
Oops!
5
A contract customer needs a PC upgraded to Windows 10. Is it billable?
Yes.
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Okay!
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20
Customer is experiencing issues with their imaging software called Apteryx. You work with the software support to identify the issue and update the software on all workstations.
Yes. Our help desk package covers the PC, browser, office apps, but not other business software.
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Okay!
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Give points!
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25
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Take 25 points!
Okay!
rocket
Go to first place!
Okay!
baam
Lose 15 points!
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5
A contract customer's home computer encounters a virus. You spend an hour remediating it. Is it billable?
Yes.
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Okay!
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10
A contract customer can't get into Quickbooks. You help figure out the issue so she can now log in. Is it billable?
No. Helping someone to access an application is part of our services.
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Okay!
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10
A contract customer needs to update Quickbooks to a new version. It's just ONE computer only. Is it billable?
Yes. Doesn't matter if it's one PC or a dozen. It's billable work.