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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.
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.
Customer is having syncing issues with DropBox and is requesting help to resolve.
Yes. We don't support Dropbox. We do support Workplace.
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.
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.
Contract customer can't access a share drive. You spend 30 minutes troubleshooting and fixing a problem with Windows credentials. Is this billable?
No. We cover OS related issues like this.
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
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.
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.
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.
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.
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.
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.
A contract customer's WORK computer is infected with a virus. You spend an hour remediating. Is it billable?
Yes.
A contract customer's home computer encounters a virus. You spend an hour remediating it. Is it billable?
Yes.
A contract customer needs a PC upgraded to Windows 10. Is it billable?
Yes.


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