Customer is having syncing issues with DropBox and is requesting help to resolve.
Yes. We don't support Dropbox. We do support Workplace.
Oops!
Check
Okay!
Check
thief
Give points!
5
10
15
20
25
rocket
Go to first place!
Okay!
rocket
Go to first place!
Okay!
thief
Give points!
5
10
15
20
25
10
Contract customer requests setup of a laptop for a new employee (update the OS, add to domain, clean up the profiles, ensure shares are accessible)
Yes. Use one of the deployment products.
Oops!
Check
Okay!
Check
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.
Oops!
Check
Okay!
Check
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.
Oops!
Check
Okay!
Check
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.
Oops!
Check
Okay!
Check
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.
Oops!
Check
Okay!
Check
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.
Oops!
Check
Okay!
Check
20
Customer with Infrastructure product would like to VPN to work PC from home. You setup a VPN and install Anydesk on their computer. Is this billable?
NO. This is covered under the Infrastructure product
Oops!
Check
Okay!
Check
boom
Lose 50 points!
Oops!
magnet
Take 10 points!
Okay!
gift
Win 20 points!
Okay!
thief
Give points!
5
10
15
20
25
10
A contract customer's WORK computer is infected with a virus. You spend an hour remediating. Is it billable?
Yes.
Oops!
Check
Okay!
Check
lifesaver
Give 10 points!
Oops!
rocket
Go to first place!
Okay!
shark
Other team loses 15 points!
Okay!
lifesaver
Give 20 points!
Oops!
15
A contract customer calls and has just had a BSOD on their work computer. It requires some diagnostics, ultimately, faulty RAM is replaced. Total is 3 hrs of work. Is it billable?
Part of it is. Bill the time to replace the RAM. Our service does not cover that work.
Oops!
Check
Okay!
Check
5
A contract customer needs a PC upgraded to Windows 10. Is it billable?
Yes.
Oops!
Check
Okay!
Check
banana
Go to last place!
Oops!
shark
Other team loses 15 points!
Okay!
gift
Win 20 points!
Okay!
baam
Lose 20 points!
Oops!
5
A contract customer's home computer encounters a virus. You spend an hour remediating it. Is it billable?