Source Support » ASP Process and Procedures

The following document describes how a service call will be handled with Source Support.

When a system is put under warranty with Source Support, we will immediately notify the onsite partner, verify coverage capability and re-confirm the way of working, to best prepare ourselves in the event of a service call.
In the event of a system failure, the customer will have the option to either contact Source Support by telephone, e-mail, or by logging a call on our on-line service call program.
1. The call coordinator in Source Support will immediately assign a call number and direct the caller to a help desk technician.
2. The help desk technician will contact the customer, diagnose the problem, determine the part(s) needed and submit a requisition for parts, if necessary.
  1. When parts are being shipped to the end user, the onsite visit will not take place until we have verified that the parts have arrived.
3. At the time of diagnosis, the help desk technician will determine if an onsite is required.
If an onsite visit is needed, the Source Support help desk technician will contact the onsite partner. Source Support will then coordinate with the partner to make sure they will be available to perform the repair onsite at the time desired. Source Support will then dispatch the technician once the part has arrived onsite.
1. The onsite partner technician should immediately contact the help desk technician at Source Support to notify him that he/she has arrived onsite prior to beginning the repair.
2. It is extremely important that the onsite partner technician and the Source Support help desk technician agree that the call should not exceed a specific length of time (normally 2 hours max) without further approval from Source Support.
3. If the call is progressing slower or is going to take longer than the agreed upon number of hours, the onsite partner technician must contact the Source Support help desk technician to get approval to continue the call.
  1. The onsite technician will have full access to the Source Support help desk technician assigned to the call.
When the issue is resolved, the onsite partner technician must contact the Source Support help desk technician to verify the work has been completed. The Source Support help desk technician will then verify the work with the end user and make sure they were fully satisfied with the onsite technician. After verification, the onsite technician will be released.
1. After call is complete, the onsite partner is to invoice Source Support based upon the agreed upon hourly rate for services and the number of hours spent onsite.