Emergency After Hours On-Call Policy - Revision history

Cbecker at 16:03, 21 February 2024

2024-02-21T16:03:00Z

← Older revision		Revision as of 11:03, 21 February 2024
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	== Emergency Support Policy ==		== Emergency Support Policy ==
	To continue offering responsive and high-quality support outside of normal business hours, we will introduce a nominal fee for non-emergency support calls made after hours.]		To continue offering responsive and high-quality support outside of normal business hours, we will introduce a nominal fee for non-emergency support calls made after hours.

	This change will enable us to allocate resources more effectively and ensure that our team can continue providing the level of support you've come to expect from us, at any hour.		This change will enable us to allocate resources more effectively and ensure that our team can continue providing the level of support you've come to expect from us, at any hour.
Line 30:		Line 30:
	* Portal Training		* Portal Training

	''~~This~~ list above is just an example of common scenarios and does not fully cover all calls deemed non-emergent''		''The list above is just an example of common scenarios and does not fully cover all calls deemed non-emergent''

	== Scheduling After Hours Work ==		== Scheduling After Hours Work ==
	We understand given the fact we deploy network routers for your business, there may come a time where our support team is needed to assist in network maintenance outside of normal business hours. Rest assured, this type of work is something we provide when you are a Vested Networks customer. However, to ensure our technician is fully prepared for the work needing to be performed, we require you schedule any after hours work with us by calling our support team during business hours at least 48 hours prior to the date of the work.		We understand given the fact we deploy network routers for your business, there may come a time where our support team is needed to assist in network maintenance outside of normal business hours. Rest assured, this type of work is something we provide when you are a Vested Networks customer. However, to ensure our technician is fully prepared for the work needing to be performed, we require you schedule any after hours work with us by calling our support team during business hours at least 48 hours prior to the date of the work.

Pcaveness at 22:54, 5 February 2024

2024-02-05T22:54:53Z

← Older revision		Revision as of 17:54, 5 February 2024
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	* User changes (Name, Email Address, etc.)		* User changes (Name, Email Address, etc.)
	* Faxing service issues		* Faxing service issues
	* Call routing adjustments ~~that were known ahead of time and not disclosed to our help desk~~		* Call routing adjustments / Holiday messages / Temporary Forwarding
	* Portal Training		* Portal Training

Pcaveness at 22:47, 5 February 2024

2024-02-05T22:47:32Z

← Older revision		Revision as of 17:47, 5 February 2024
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	== Emergency Support Policy ==		== Emergency Support Policy ==
	To continue offering responsive and high-quality support outside of normal business hours, we will introduce a nominal fee for non-emergency support calls made after hours. ~~This change will enable us to allocate resources more effectively and ensure that our team can continue providing the level of support you've come to expect from us, at any hour.~~		To continue offering responsive and high-quality support outside of normal business hours, we will introduce a nominal fee for non-emergency support calls made after hours.]

	'''Any non-emergency ~~voicemail left~~ for ~~the~~ on-call technician will incur a one time fee of $100.'''		This change will enable us to allocate resources more effectively and ensure that our team can continue providing the level of support you've come to expect from us, at any hour.

			'''Any non-emergency request made for our on-call technician will incur a one time fee of $100.'''

			(Our on-call technician will attempt to contact the decision maker at your location before any work is performed or charges issued.)

	== What Constitutes an Emergency to Vested Networks? ==		== What Constitutes an Emergency to Vested Networks? ==

Cbecker at 22:04, 5 February 2024

2024-02-05T22:04:44Z

@@ Line 1: / Line 1: @@
-== Emergency Support ==
+== Emergency Support Policy ==
-We understand that emergencies don't adhere to business hours. Rest assured, support for real emergencies or service outages will not incur any additional fees, regardless of when they occur. Our priority is to ensure your service is always running smoothly.
+To continue offering responsive and high-quality support outside of normal business hours, we will introduce a nominal fee for non-emergency support calls made after hours. This change will enable us to allocate resources more effectively and ensure that our team can continue providing the level of support you've come to expect from us, at any hour.
 == What Constitutes an Emergency to Vested Networks? ==
@@ Line 13: / Line 15: @@
 * Acts of Nature (Fire, flood, etc.)
-'''**Any service request outside of the list above will result in a fee of $100**'''
+== What Type of Call Would Incur a Fee? ==

Cbecker: Created page with "== Emergency Support == We understand that emergencies don't adhere to business hours. Rest assured, support for real emergencies or service outages will not incur any additional fees, regardless of when they occur. Our priority is to ensure your service is always running smoothly. == What Constitutes an Emergency to Vested Networks? == Emergencies are defined by Vested Networks as any event that is not considered preventable. Some examples of Emergency requests are a..."

2024-02-05T21:17:21Z

Created page with "== Emergency Support == We understand that emergencies don't adhere to business hours. Rest assured, support for real emergencies or service outages will not incur any additional fees, regardless of when they occur. Our priority is to ensure your service is always running smoothly. == What Constitutes an Emergency to Vested Networks? == Emergencies are defined by Vested Networks as any event that is not considered preventable. Some examples of Emergency requests are a..."

New page

== Emergency Support ==
We understand that emergencies don't adhere to business hours. Rest assured, support for real emergencies or service outages will not incur any additional fees, regardless of when they occur. Our priority is to ensure your service is always running smoothly.

== What Constitutes an Emergency to Vested Networks? ==
Emergencies are defined by Vested Networks as any event that is not considered preventable.

Some examples of Emergency requests are as follows:

* Vested Managed Internet Outage
* Vested Phone Service Outage (All inbound/outbound calls failing)
* Vested Networks device outage (Phone unregistered)
* Vested Mikrotik router outage (ISP modem is online, but no internet from OUR router)
* Acts of Nature (Fire, flood, etc.)

'''**Any service request outside of the list above will result in a fee of $100**'''