it's in our contracts that network faults are billable, the customer gets 2 hrs network help on install, any call that is logged, that could be a network fault, we phone & advise it could be chargeable if it is discovered that the fault isn't on their MFP, on arrival at site, we get the customer to sign a consent form, so that they are aware of our callout charge if we have to bill. We do however offer telephone support to contract customers. On every install, once we have finished setting up the MFP, we print off the customers network settings, the amount of times we have gone to site & discovered that a new server or other work has been carried out & the IP etc has been changed, it's also handy if you ever have to install a replacement m/c
Bookmarks