it depends on the service contract. Are you their contracted IT support? then yes, you "stay on the line" its billable time anyway or addressed in the compensation agreement. If its simple outsourced incident support, each call is a billable incident. If its you as an ISP, then its all billable time too, but no requirement for you to reach out. When tI get told to call a customer, bu a customer, I give them the front support number. the onus would be on lady 1 to put the onus on lady 2 to call in. If neither of the ladies are managing supervisors, then neither has any real authority and would need to contact their IT department to initiate a support incident.
On Mon, Nov 29, 2021 at 11:43 AM Adam Moffett <[email protected]> wrote: > Reminds me of those AITA questions on Facebook. > > > ....and maybe I'm the A-hole, but I would resent someone giving me > marching orders like that. I really actually would retry calling "Lady#2" > a few times throughout the day because I am actually sensitive to the fact > that people need their phones and internet to do business, but *telling *me > to do it is a great way to get me to say "just have Lady#2 call me when > she's ready. I'll be here all day." > > > > On 11/29/2021 12:31 PM, Nate Burke wrote: > > This is a new one for me today. Realtors office with 2 ladies working > from home with phone extensions. Lady#2's phone isn't working. Lady#1 > told me to call Lady#2 and troubleshoot. Sounds like Lady#2 might have a > bad patch cable, or internal network problem, as phone seems to not be > connected to her Router. Lady#1 told me 'You need to keep on her to > resolve this because she needs to answer the phone' So Lady#1 want's me > to keep on Lady#2 to fix her problem? This was after Lady#1 said 'Here is > Lady#2 cell phone, I couldn't get through to her, so you need to keep > trying to get her until it's resolved' > > This sounds like it should be an internal management thing, keeping your > employees on task and getting ready for work.... > > > > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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