"The Only Loosing
Strategy is Not Having One."
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Corporate
Policies:
Policies
Regarding Client Boat-Rocking: I feel that it is sad that this policy even
has to be written down, however, from time to time some clients feel they need to create animosity within our organization.
I WILL NOT allow this to happen. This information will prevent any such issues should they arise.
If a client start talking poorly or belittling any other CSS tech's previous work or qualification (you, me, or anyone) you need to "support & defend" the choices of the previous technician. (If there is a issue that is wrong just fix it
and inquire to CSS Inc. when you get home if you have a question on why
something was done; so we can learn from it. This information does not aid the client in anyway and it has the potential to have the client loose faith in our overall capabilities and typically results in calls where the client says
"I would rather have ..."Joe" help me because "Steve" doesn't know what they are doing." which is an UNFOUNDED accusation at best!
We are ALL singularly qualified to work for CSS Inc. If you, yourself, are
asked of why something is "supposedly" the way a previous CSS Inc. tech left things,
the best and most honest response I have found is "I am sure they had a reason for doing it that way."
This ends any further boat-rocking instigated by a potential client. Client
Turn Around Time for Drop-Offs. Client
machines should be turned around and given back to the client within 48hrs if
ordered parts are not required.
If parts are needed it is the IC’s responsibility to contact CSS Inc.
for either the parts availability if on-hand or the prompt ordering of the parts
themselves. If what the IC feels as
a significant of time has been invested into the PC’s issue(s) (not to exceed
24hrs) with little or no success the IC must contact CSS
Inc. for additional assistance. Certain
circumstances may impede the 48hr turn around such as parts orders, follow-up
contact the client, etc… However,
CSS Inc., its IC’s or anyone under its contact should have any of there
service work completed (baring the above circumstances) within the preset 48hr
period and have at least attempted contact with the owner for coordinated pickup
and payment.
Related
Callbacks: Should
a client call back to CSS Inc. for an issue that resulted during a previous
visit and the item in question is deemed to be related (non-billable) the
initial servicing technician will be the one to perform this follow-up visit.
This is only waivable if the time that is invested by another technician
to resolve the issue will be billed or deducted from the initial servicing
IC’s next payroll or issued a bill for the labor at the applicable labor rate.
Proper Scheduling: Any contact information should be provided to the end client using CSS Inc.’s Email address and phone number. This facilitates proper tracking of client jobs so accurate billing and payments to IC’s can be established. Please refer to your IC Service Agreement for additional details. IC Contract(s): Any person whose services are retained by CSS Inc. will only be done so under signed contact. This allows for proper protection of both parties. Independent Contractors (IC’s) qualifying for retainer by CSS Inc. the following guidelines will be observed:
Dress
& Appearance: When
performing any services for Computer System Solutions Inc. you are expected to
maintain a clean, professional, un-offensive dress and demeanor.
Cloths are to be clean and unsoiled.
No offensive statements or slogans on clothing.
Jewelry is to be kept to a minimum. No
“displayed” piercing
jewelry other than ear rings allowed while acting in behalf of CSS Inc.).
Business
Email: CSS
Inc. retains the business number and email address for the corporation, however
when entered into contract with CSS Inc. you will be granted access to the CSS
mail account for use to send and receive emails and invoicing with your clients.
CSS has many clients who will notify us of assistance primarily via email
therefore this address will be the only address used to correspond with clients
to better maintain accurate records and status with our valued customers. Job Tracking & Appointments: IC’s are asked to submit NLT Sunday evenings a Weekly Availability Schedule & Example Copy (download here) that lists tentative times that the IC would be available during the upcoming week for possible Onsite Taskings or Drop off jobs. This schedule is merely used as a general outline so that when a client calls CSS Inc. the schedule can be referenced to see if the IC has any openings that fit the clients needs. Then in most cases CSS Inc. will contact the IC directly and then supply the IC with the customers contact information where a more permanent time can be established between the client and the IC directly. (Should the IC prefer (which saves time) CSS Inc. can directly book the clients for the IC, based on the Weekly Availability Schedule then notifying the IC of said appointments) It is paramount that any changes to your weekly schedule be emailed to CSS Inc. ASAP to eliminate rescheduling of conflicts as a result.) NOTE:
Whatever appointment time is reached between the IC and the client
must be relayed to CSS Inc. within 24hr. This assures that the person has
been contacted, or that either a message was left for them to call the IC back
if they were not home or a scheduled time reached. Punctuality: All IC’s WILL arrive at their scheduled appointments NLT the time established with the client. If you are going to be late or you will need to reschedule for legitimate reasons as scheduled appointment; you are Required to contact the client on your own and arrange a timely follow-up to be set. This WILL be reported to CSS Inc. NLT 24hrs of the occurrence. CSS Inc. must be aware of so accurate tracking of all clients awaiting service can be This is strictly observed and failure to observe and apply this rule will be grounds to terminate the contract. IC Parts Ordering For Clients: Any parts purchased for Clients through an IC will be billed directly to the end client. It is the IC’s responsibility to retain accurate Name, address, and phone number and email addresses of said clients for proper billing by CSS INC. Profit from Clients parts purchases will be paid to the client after receipt of payment IN FULL by the client on the next available payroll date providing the steps covered under “IC Payments to CSS Corp.” below are met. IC Payments to CSS Corp. : Collected Payment by IC’s must be submitted to CSS Inc. at least 48 hrs prior to the 1st or the 15th of each month (paydays) so they can be deposited and in turn pay the IC for them in that pay period. Failure to do so will result in a delay until the next scheduled pay cycle.
Credit Card Usage: Effective 1 September 2003, CSS Inc. accepts both Visa & MasterCard for purchases to better accommodate our clients, whereby a 3.5% surcharge will be assessed for each credit card purchase.
Scanners & Multi-Function Printers: CSS charges a $10 additional fee (per hour) for working on scanners & multi-function printers. This fee is at the discretion of the servicing technician and is NOT a mandatory fee. (Scanners & Multi- Function Printers remain one of the most difficult items to maintain when having troubles and vary greatly from manufacturer to manufacturer and it is for this reason that the fee may be imposed.) Ghosting: When ghosting an old hard drive to a new one for a client, CSS is not responsibility for any software issues related to the Operating System or any other programs installed as these were previously loaded by someone other than a qualified CSS technician. Rescheduling: If you have to reschedule an appointment CSS will do all that it can to accommodate you as soon as possible. However, during busier times CSS could be booked up to a week out in which case you will have to be rescheduled into the next available time. If you wish to have Priority Service (see below) then arrangements can be made to fit you in almost immediately. Priority or Emergency Service: This rate if for unscheduled, immediate assistance requests. This service typically requires the rescheduling of previous engagement in order to service the requesting client. Therefore the Priority or Emergency Service rate is billed at a $10/hr increase, per technician over the standard onsite service rate for the length of that visit. Past Due Payments: Payments going over the 30-day "maximum" due date for FULL payment will have a Late Fee added to the total bill per week. On Site & In Home Service: Effective 10 Jan 2002, due to overwhelming demand and available time CSS has incurred an On-Site or In Home/Pickup & Delivery fee (per technician) for $10 35-50 Mile round trip & a $15 fee from 50+ miles round trip. Site Surveys: Site surveys are any job or tentative job that a CSS technician must come On Site and either diagnose, perform an estimate or put together an on site plan for an impending job. The charge for a Site Survey is $10 locally (20 miles or less round trip) and $15 mid-range (21-40 miles round trip) and for further distances please email for specific survey rates. Warranty
Work & Coverage: Liability
Limitation |
Computer System Solutions Inc. is a trademarks of Computer System
Solutions Inc.. All other products mentioned are registered
trademarks or trademarks of their respective companies.
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