Service Provider Standard Operating Procedures
Contents
1. 2 Call must be closed while on site by calling the customer service department at 985 365 0400 3 Wo must be submitted at the time you enroll with Barrister If you did not submit at enrollment please submit now by faxing it to the Profiles department at 1 888 607 8079 4 If Speed Pay was selected at dispatch your bank related payment account information must be loaded into your technician profile via TechWA It is your responsibility to enter valid information Failure to do so will result in your payment being withheld until you comply Service Provider Standard Operating Procedures 2010 5 RFS must be submitted via TechWA within 10 calendar days of service completion To submit via TechWA you will log into the web portal by going to https partners globalservnet com Here you will enter your User ID BAS ID and password If you need any assistance with this or need to reset your password please e mail techwa support barrister com a Inthe event you do not have availability to import via TechWA you may fax it in to 985 365 0401 or e mail it to RFS barrister com If you have not submitted your RFS within 10 calendar days you will not be paid Please note that the import option through TechWA is the fastest and most reliable method to submit a work order b Ifthe RFS is not submitted in 10 calendar days you agree to forfeit payment for any services rendered 6 Returnable parts must be returned within 48 hours from on sit2. address etc Most importantly every technician is now required to have their mobile number listed in their technician profile Be sure that all information is up to date so that we at Barrister are able to send work your way Also update your bank account information so that if you ever select Speed Pay you will avoid any pay issues later on After you ensure that all of your information is up to date if an unknown number is calling your phone be sure to answer because it could be Barrister calling to offer you work orders Another new application on TechWA is that technicians are now able to keep track of what tickets they are assigned to through a scheduling report Print this out in the morning before you head to site to help you stay on track throughout the day It can be found under the Reports tab on your TechWA then click Tech Schedule B Background check drug screening As you probably know Barrister has been asking all of our technicians to submit to a background check We are pushing this harder each day as more of our clients are requiring our techs to be background cleared Many technicians are missing out on extensive work opportunities because they do not have this clearance Don t let this be you Please call our Profiles department for more information 985 365 0400 ext 359 Service Provider Standard Operating Procedures 2010 After you have successfully become cleared you will be noted as B
3. or other topics Do not discuss the quality of their equipment or remanufactured toner 5 Ensure you are knowledgeable with the equipment Do not discuss lack of technical knowledge with the customer Become knowledgeable before arriving at the customer site If you have questions prior to the service call please call our technical support at 1 866 720 8940 if you require assistance 6 Meet your scheduled Estimated Time of Arrival ETA These ETA s appointments are contractually based and need to be met 7 Report any delays either by the customer or on your end or concerns immediately to Barrister so we can quickly make alternative plans to meet the required on site response times 8 Bring any required tools or software required to complete the repair to the customer site so the problem can be quickly resolved 9 Please carry valid ID with you at all times Most customers require ID before admitting you on site 10 Contact Barrister immediately if you have any questions or concerns The best time to do this is before you go on site so you are properly prepared when you reach the client site 11 Contact Barrister to verify receipt of paperwork and acceptance of the work order 12 Call Barrister from site to report completed service calls at 866 266 7349 This is not optional II Getting Paid A In order to get paid 1 All Do s and Don ts listed on your RFS for the respective client must be followed while on site
4. you have not received payment please log on to TechWA by going to https partners globalservnet com Here you can see if the work order has been paid and if so what check number the payment was included in the date of speed pay direct deposit if applicable and the amount paid You can also see if the work order has not been paid and the reason causing the delay i e pending RFS returnable parts iii After viewing TechWA if you still have a question you may e mail payissues barrister com Include the work order number your Bas ID and your concerns or questions Allow up to 3 business days for a return e mail Service Provider Standard Operating Procedures 2010 B Rate of Pay Your rate of pay is assigned at the time of dispatch Once you accept a work order for a specified amount of pay it is stored in our call management software and documented in your RFS The rate is clearly shown on the dispatch you receive and that rate is the rate that will be paid for that service call Please note that if you select Speed Pay for a particular work order the associated fee 13 for this option is automatically deducted and directly reflected on your RFS If the amount of pay printed on the second page of your RFS is incorrect you need to immediately contact the Barrister account manager that is listed on the second page of the RFS or the dispatch agent that assigned you to the call You should request an updated RFS before g
5. A Kan SRD RO TED OR RAR PO A TAE RE AIE ROD RETOS MR RNP RAE RD ERRO PARDO RD SRA RENDER 8 ENK siso tal edad ta ale ea a aa a na aaa 8 Eegen 8 RFS Submission EECH 9 Ordering Paris se eais e e retener lisa digo Dea dicadisa Bedeelegte 10 PHOCC CUE Age 10 BUYIN SIP ALLS ARESE E S E E PA E EE SA EPE EA EE A EE EAE A A T A T 10 Returning Ne EE 10 Barrister E E 11 Tech WA E 11 Background Check Dr g Screen cccccicscscscccacesscsesccesconscscsccesconscacssconconscacusacncosncsaaseensosdevaasacncosaesaaedencasacsaasacnebaneueasadaeaed 11 Customer Commitments E 12 Service Provider Standard Operating Procedures 2010 I General Service Call Procedures and Processes A To Do s 1 Dress and conduct yourself professionally at all times at every single customer site We require business casual attire Jeans shorts sneakers etc are not considered business professional attire No branding i e company names of any kind 2 Arrive at site alone unless a second technician is assisting you Please do not bring anyone else to site i e children significant others etc 3 Never discuss payment terms between you and Barrister with any customer Payment terms are between Barrister and your company and should only be discussed within this realm Even if customers question you about rates inform them that this is confidential 4 Do not discuss anything with the client Keep conversation to a minimum Never discuss politics current events
6. Service Provider Standard Operating 2 O 1 O Procedures Service Provider Standard Operating Procedures 2010 Table of Contents General Service Call Procedures and Processes ENEE 2 OTD EE 2 Getting E EE 2 In Order to Set Paid esessanmiaate cai iesen deeg dad EER EEEREN EEEE PENROSE EEEE EE in ir onde uia alia 2 Rate or Pay nana eessen 4 Speed Pay VS KE 4 Parking Poor eege dee ee Eed PUPPET TTT TETRA CRTC ETE 4 Trip Charge sscccesnccncetecctsvensesnestinatenesacatesstancsucatessdenesteatesstunedaasdinadesesaeatenatanssdesadedaon ERER ERAN Eed eg 5 Pay ISSUES unionens E EES E EEE E E EE GA 5 Procedure for Pay ISSUCS usuiia siga iaata tas leia cana lenda aasia e aidsa EE eEEeeEEEEEEEEEEEEE Eed 5 Technician Penalty Clause issicesiesutasuis cotisadarelo cots gedeeft edad adia a agia ca qu da ua quad 5 Dispatch Process E E daca atesdandsatedecacauddackaeansavaasisassaiavsdassaacaiadsaassdasdiacsaaveasaniavaaatedaoaias 6 General InforMaON assassina lia p a apa E EE A eta asia 6 NEE 6 Service Manuals lt eccd cscs Sods cess succes e E R EE EA EEE E DD ADA DAR nad An ai ada 7 Updating Work Orders TIMES csccccscscasccatsaesscatesntsarcscencsntaacastatdenteaecdeancadsaassasaniavsaassdaoasavsdasesseaiassasssatadsaasansaaieaiosneaseatenten 7 Troubleshooting EE 7 Qut ofScope Work sedsscccennsssesesesnequrcnssnsensquscarasesaceansgeansencqasennaaasacguasaesaeensiaasatatesaceassssoasecceaceisesssssensoaseatsssesssiscsisedeesseeeetss 8 DIE PE
7. ackground Checked and will be Barrister s preferred technician All preferred technicians are first to be dispatched on all calls VII Customer Commitments Although we appreciate your willingness to assist in the repair process it is not your responsibility nor do we want you to make commitments to our customer with respect to ETA s parts availability etc Please do not advise a customer that you will be back tomorrow and do not advise a customer that parts will be there by a certain date As you know we at Barrister coordinate the service delivery activity and therefore we will advise an end user as to when a technician and or parts will arrive on site Additionally if you are not able to make an ETA for any reason please do not call the end user and ask to reschedule This is poor customer service and is not our standard operating procedure If you cannot make it to site as scheduled the only person you are to contact is the account manager listed on the second page of your RFS at Barrister In the event you cannot reach your account manager please call the Call Center at 985 365 0400 opt o and they will route you to the appropriate personnel A member of the account management team will then advise you of the next steps Again ifyou have any questions or concerns the account manager for each ticket is listed on the second page of your RFS You may contact them with any issues you may have A SLA Many customers require a speci
8. arrister will never be held responsible for any parking fees associated with working a call Your flat rate is inclusive of all taxes and parking fees In the rare event that parking is agreed upon the parking rate will be added to your overall flat fee Ifupon receipt of Service Provider Standard Operating Procedures 2010 your RFS the inclusive flat rate does not match what has been agreed upon please contact your dispatch agent before running the call to have this corrected You should request an updated RFS As previously stated the payment amount listed on your RFS is final No corrections will be can be fixed after service is rendered Therefore if there is a problem take care of it before going to site p Trip Charge If a technician arrives to site and is not able to perform the assigned tasks due to any fault by the customer or Barrister then the technician will be reimbursed a trip fee of 25 This trip fee is non negotiable and will not vary based on mileage To prevent an unnecessary trip to site please be sure that you speak with the appropriate Barrister personnel to confirm that part s have arrived and that the end user is on site and available III Pay Issues A Procedure for pay issues In an effort to more effectively and efficiently resolve pay issues Barrister will no longer accept pay issues by phone From now on all technicians must e mail any issues in If you have a pay issue follow the procedure
9. below 1 Log in to your TechWA account and view your service calls to see what information is missing from any of the calls that may be delaying payment ex Pending RFS and check the status of the call ex Pending Approval Part Return 2 Ifthere is still a problem or you have any further questions e mail our Pay Issues department payissues barrister com with your BAS ID service number s that you have questions about along with your concerns 3 You may expect a response to your query in 3 business days 4 Ifyou need to speak with someone directly please request a phone call and include your phone number in addition to the information listed above You may expect to receive a phone call within 5 7 business days as any e mails will be the first priority 5 You only have 60 days to dispute payment B Technician Penalty Clause In order to ensure that missed appointments and non compliance do not occur while on site Barrister is forced to enforce a Non Exclusive Remedy At the time of dispatch as well as in your paperwork you are provided with a list of standard operating procedures SOPs such as who you are to represent what tools are required what attire is to be worn and most importantly what time you are scheduled to be on site If any of these procedures are not followed Barrister is monetarily penalized by our client Therefore if you are not able to comply with all requirements we ask that you give Barrister a 2
10. der the Returnable Parts section you will have the option to print view your return label Should you have any questions regarding returnable parts please e mail cores barrister com The goal is for your returnable parts to track within 48 hours of work completion If Barrister does not see return tracking activity within 7 days you will be e mailed a Service Provider Standard Operating Procedures 2010 warning sent out as a courtesy reminder Keep in mind this reminder is not guaranteed and does not void your responsibility which is returning the part within the allotted time If Barrister does not see any return tracking activity to the correct address meaning in transit or delivered within 10 calendar days of service completion the technician will be billed for the cost of the part on day 11 This charge will not be reversed for any reason If you returned your part after the 10 day please do not contact Pay Issues or anyone else at Barrister for a credit as they will not be able to overturn this decision VI Barrister Security A TechWA profile TechWA is provided by Barrister to the technicians so that they are able to track the work they have completed and discover any upcoming work opportunities in their area Technicians are also able to update their technician profiles on their own without having to call the call center or e mailing in changing information e g phone number e mail address physical
11. e visit If Barrister does not see any return tracking activity using the correct return label within 10 calendar days you will not be paid and in addition you will be charged for the missing part a Ifareturn label is needed please follow the above instructions by logging in to TechWA and select the service event in need of a return label From here any parts marked as returnable will have the option to view the return label Please select View and then use your print options to print out this label If you have any questions regarding returns please e mail cores barrister com i After attaching your completed RFS through TechWA you can expect to see payment within the below amount of time If Speed Pay was selected you will receive payment within 7 days of call closure which could be up to 5 business days after submission of your RFS This assumes you have entered valid bank account information If Terms Pay was selected you will receive payment within 30 days of call closure Call closure could be up to 5 business days after submission of your RFS Keep in mind that call closure does not mean that the call is closed as soon as you call in to close from site Payment terms and call closure do not start until the parts are tracking and your RFS is verified Therefore the quicker you return parts and turn in your RFS the quicker you will be paid ii If all of the above steps have been completed on time and
12. ed by Barrister you MUST call in to Barrister to obtain authorization to do so Failure to receive authorization will result in non payment for any work performed outside of the work assigned by Barrister F Diag Trips On occasion there are times when a technician will be sent strictly to diagnose a problem For the most part service calls will be diagnosed by Barrister or the client s help desk and we will have a part ordered or on site waiting for your arrival However when a technician is needed to diagnose a failure Barrister requires the technician to be on site ASAP in order to bring the user back up in a timely manner We have toll free technical support available 24 hours a day 7 days a week for our commercial calls and for our residential consumer customers from 8 a m until 7 p m CST Should you arrive on site and encounter any problems or simply need to get a second opinion feel free to call our technical support at 1 866 720 8940 commercial or 1 866 309 8222 residential G Multiple Trips Sometimes additional trips will be required for a call This could be because the technician was required to make a Diag trip and had to order parts or maybe the parts shipped the first time did not fix the issue Regardless of the reason for each necessary additional trip to site the technician will be reimbursed for the flat fee that was first agreed upon for him her to run the call If an additional trip s to site is necessary a
13. eshoot the unit so you will be able to find out what part s is are needed B Buying Parts We appreciate you trying to service the customer as quickly as possible but please be aware that a technician purchasing the needed parts for the clients is not our standard operating procedure Therefore unless you have obtained written approval to do so from the appropriate Barrister personnel you will not be reimbursed for any parts purchased Please follow our process so that we order parts promptly e Returning Parts Barrister Global Services Network Inc has the following Standard Operating Procedure SOP for technicians with respect to returning core parts Vendors and clients do not accept late returns from Barrister and are charging us for failure to return parts Therefore we are forced to rigorously enforce our original SOP and require that you are compliant Nearly 99 of all Barrister work orders require a core part to be returned Almost all parts shipped will include the prepaid return label in the box with the part This label is only to be used for this part as Barrister uses a unique tracking system that utilizes the specific tracking number to tie the particular part to the correct work order number Therefore do not use this label for any other part or for any other work order In the event your package does not have a return label please log on to TechWA at https partners globalservnet com and select the work order and un
14. fied response time whereby the technician is required to be on site This time will be communicated to you when our dispatchers contact you for acceptance of a service call It is imperative that you do not accept the call if you cannot be on site within the specified response time SLA SLA is our service level agreement that is contracted between Barrister and any given client Our SLA s vary among clients but are most commonly defined as a 4 hour on site next business day on site or next business day fix If these SLA s are not met for any reason Barrister is monetarily penalized Therefore it is imperative that you fully understand what our SLA s are for any given ticket and insure you arrive on time for your ETA If you ever feel that you will not be able to make your ETA please provide us with enough notice so that we can make the appropriate adjustments We request that you callin a minimum of 2 hours before your scheduled appointment time but as far ahead as possible is a best practice and is appreciated Service Provider Standard Operating Procedures 2010 Thank you for your time and attention to the important matters covered in this document We are very pleased to have you perform work for us and we look forward to a continued successful relationship
15. hour notification prior to the start of your scheduled time This way we are Service Provider Standard Operating Procedures 2010 provided with enough time to develop an alternate solution and still meet our obligation to the client Failure to comply will result in a recovery activity whereby Barrister will fine you the amount of 100 00 This penalty fee will be deducted from payments otherwise due to you If while on site the standard operating procedures are not followed or the customer files a complaint you may be subject to non payment for service rendered Additionally if Barrister experiences additional expenses to render service at no fault but your own Barrister may charge for reimbursement Please note that before any penalty is fined your service order will be thoroughly reviewed by management as well as our Technician Advocacy Team before any amount is charged to you Barrister feels this is the only way to ensure our overall customer satisfaction while increasing technician compliance For most of our outstanding technicians this will not be a concern because they are already fulfilling their obligations We value our technicians and we know each strives along with Barrister to be the finest service provider in the industry Please note that due to contractual agreement failure to comply on any HP Photo work order will result in a penalty fee of 150 00 IV Dispatch Process A General Information For each se
16. if necessary Technical Support can be reached at 866 720 8940 for commercial calls or 866 309 8222 for residential calls If an additional trip s to site is are necessary and you will not be available please contact your case manager or dispatch personnel to advise them as soon as possible so that we can make the necessary adjustments 1 Troubleshooting Each time you go to site whether for a diag trip or regular trip Barrister has our Tech Support department here to help you if you ever run into trouble on site You should call in for assistance any time that you need help The call center can be reached at 866 266 7349 and technical support can be reached at 866 720 8940 for commercial calls 866 309 8222 for residential calls and 985 365 0400 ext 181 for HP Photo calls If you need to order parts you will be required to call in to our Tech Support department to troubleshoot with them to figure out what parts will be needed if any Service Provider Standard Operating Procedures 2010 and get those parts ordered Any time a part is ordered you must not only install it upon your return to site but also verify that it works If it doesn t work then you must call Tech Support while you are on site Technical support can be reached at 866 720 8940 for commercial calls or 866 309 8222 for residential calls E Out of Scope work While you are on site if the customer requests you to perform work other than what you were assign
17. nd you will not be available please contact your case manager or dispatch personnel to advise them as soon as possible so that we can make the necessary adjustments H Closing calls Once a call is complete you are required to close out the work order with our Call Center at 985 365 0400 Please be aware that you must close the call while you are still on site Failure to do so will impact your payment In order to close the call you must be able to answer the following questions and supply the following information IP address of the repaired unit Maintenance life percentage set to printer Page count Why were you on site for longer than 1 hour Detailed explanation Date on site Time arrive on site Oy eee Service Provider Standard Operating Procedures 2010 7 Time dispatched from previous location 8 Time of completion 9 What work was performed while on site 10 What parts were installed while on site 11 Serial number of the repaired unit 12 Were all parts shipped used 13 Any parts shipped not used 14 Are you closing this call while on site 15 Is there any return tracking information for return parts 16 Is the unit operational 17 Who on site verified that the unit is working 18 How many trips did you take to site Please note that you are not limited to only this information The questions will depend on the customer and there could be additional information that the customer requires in the cl
18. oing on site Once the job is complete the rate of pay that is printed on your RFS is final as this is the same information that is saved in our payroll software system There will be no later adjustments Barrister will only pay what is printed on the final RFS disputes will no longer be reviewed after the service call has been completed Speed Pay vs Terms Pay 1 Speed Pay Barrister will pay the work order within 7 days of the work order being closed given that the technician has fulfilled all requirements This payment is made to the technician via ACH not a physical check This form of payment may be chosen at the time of dispatch or at any other time in the repair process up until the work order is in Batched Invoice status There is a 13 fee for this option per service call Tech must provide correct bank account information via our TechWA site for this option to be valid Once Speed Pay is accepted a work order cannot be changed to Terms Pay 2 Terms Pay Barrister will pay the work order within 30 days of the work order being closed given that the technician has fulfilled all requirements This payment is made to the technician via company check There is no fee for this option Again this form of pay may be chosen at dispatch and may be changed to Speed Pay up until the work order is in Batched Invoice status The payment option can only be changed by our Dispatch department TAG E Parking Fee B
19. osing notes Be prepared to fully discuss the repair visit with our agent I RFS Submission Your customer signed Receipt for Service RFS is very important to Barrister and Barrister s clients The RFS validates that you arrived on site as scheduled as well as completed the assignment Therefore it is necessary for Barrister to receive this completed RFS from you before we will submit payment for service rendered To complete this form 1 Verify and write in the model and serial number of the unit serviced 2 Record the time while on site in the appropriate space Include break times if when break occurred 3 Include all parts provided by Barrister that have been required to complete the service call In the rare instance you provided a part note that as well 4 Record return tracking information for any returnable parts 5 Record your activity for all time on site 6 Obtain the customer s signature when you have completed the work Due to the value of the RFS we would like to see the RFS submitted within 24 hours of service completion However we do understand there may be circumstances that prevent you from submitting in a timely fashion and we will allow you up to 10 calendar days to import your RFS and attach it via TechWA Please note that we will make every effort to send you e mail notifications reminders for you to submit your RFS However keep in mind that non receipt of reminders does not release you from the re
20. rvice call you will receive 1 An individual e mail with detailed instructions regarding the call covering both general call handling and specific instructions relative to the unique customer problem A Receipt for Service RFS form is to be completed while on site Additional instructions relative to the unique customer situation if relevant Contact numbers for the Barrister Call Center and Technical Support Team Contact numbers for the customer requiring our assistance q Ron Materials will be sent to you via e mail Therefore it is imperative that you make sure to have access to your e mail at all times B Cell Phones Technicians are required to have their cell phone listed in their technician profile This will be the main source of contact between the case manager and the technician Cell phones are required while you are on site but please exclude any personal conversations The only phone calls that you should receive while on site at the customer location should be with Barrister while troubleshooting with Tech Support Service Provider Standard Operating Procedures 2010 Never ask a customer to use their property i e phone computer Bring your own e Service Manuals We require that you download or have immediate access to either print copy or bring a laptop the service manual specific to the repair we dispatched to you There are manuals on our website that can be easily downloaded before going to a cu
21. sponsibility of providing the RFS within the 10 calendar day window If the RFS is not submitted within 10 calendar days you will not be paid and you will not have the option to submit later It is preferred that our technicians log in to TechWA by going to https partners globalservnet com and import the RFS through the portal If you need assistance with utilizing TechWA please e mail techwa support barrister com After your RFS has been submitted please allow up to 5 additional business days for your RFS to be verified for payment and the status on TechWA to be updated Payment checks Service Provider Standard Operating Procedures 2010 are cut on the Friday following 21 days of RFS verification unless Speed Pay was selected by the tech when accepting the work order Remember the sooner you submit your RFS and ship return parts the quicker your payment begins processing V Ordering Parts A Procedure In order to ensure the customer is serviced as early as possible we need you to call in to Barrister and make sure your parts are ordered before 3pm site time if possible By following this procedure we can ensure that parts will be ordered before the vendors cut off times so that the parts will be on site next business day To order parts please call in to the Barrister Technical Support at 1 866 720 8940 commercial or 1 866 309 8222 residential There a technical support agent will work with you to troubl
22. stomer site These manuals provide additional information on specific equipment To access these manuals please go to http transfer barrister net com The user name needed to access this site will always be bgsntech This user name is case sensitive and must be all lowercase The password changes weekly and should be included in the Receipt for Service paperwork or you can log in to TechWA and find it there If you do not have the manual on site and thereby cannot perform the necessary tasks laid out for you you will not be paid for services rendered D Updating work orders times Each time you accept a work order you will be expected to call and update the work order whenever necessary Before the appointment occurs your case manager will call to confirm your appointment time on the same day as the appointment Despite this courtesy call it is still your responsibility to remember when you are expected to be on site When you arrive on site you should call your case manager and alert them that you have arrived If you choose to do so your case manager can update your times for you You should also call to update your times once the trip is completed If additional parts are needed the technician will be expected to call their case manager to supply an update for the ticket They are also required to call Tech Support while on site in order to troubleshoot to find out what the next step in the repair is going to be and order parts
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