Category: Policy Updates & Important Reminders

If someone calls into support regarding Security related issues or questions please transfer them during the day to (519) 263-2677 or 1 (833) 363-2677. When the office is closed please open a ticket and Escalate To Repair.

When you change a WiFi or email password and want it updated into ivue please do not send it via plain text e-mail as it can compromise the newly created password. Instead please send in an iVue ticket to repair and we will take a look at updating ivue and …

As of tomorrow, we are now providing customers with the ability to add additional e-mail storage on a per e-mail account basis. Currently,  all e-mail accounts have a capacity of 1 GB.  When their account hits 85% capacity, they will receive a warning message (see a copy of the message …

We should not use VOID on any trouble tickets – especially if the ticket you are voiding has troubleshooting notes or any information. Even if there is another ticket already opened for the customer please just close the duplicate indicating it is a duplicate ticket and also include the other …

When you attempt to call into 236-4400 and get no answer this means that Marcel, Kraig and Chad, and anyone else who may be answering at that moment is busy. Please indicate in the ticket comments that you attempted to call and there was no one available.  Many of you …

There are many cases where we get escalations when the answer to the trouble is in the previous ticket. Remember to get the big picture of the situation and review previous tickets when a customer calls in before escalating a ticket. You may find answers in the ticket comments and …

Please be sure to say the ticket number at the beginning of your VM left on the repair line when escalating tickets. This really helps us in efficiently processing the escalations by having the ticket opened right away as we listen to the message. Most already do this but we …

There is no charge to dispatch repair so please stop the unscrupulous practice of suggesting to customers that there “may” be a charge.  It only results in the customers becoming disgruntled.

Sometimes you may receive a call from someone who has a ticket opened already. Please remember you still need to leave a quick VM at repair to let us know.  Unfortunately there is no automatic notification when a new comment has been entered into the ticket. A quick VM on …

We need to be sure our comments are readable.  We work in a fast paced environment so ticket comment readability is a huge concern.  We have written to you about this numerous times in the past. Please keep paragraphs short at 2-4 sentences maximum. Utilize white space between paragraphs.  This …