3rd Party Onsite Scheduling WI – Trick Dog
The purpose of this work instruction is to explain scheduling onsites with our business partner My Computer Works d.b.a Trick Dog Technology (company site here). As centrexIT begins to expand to further remote areas outside of the areas covered in our service agreement (San Diego, Riverside, Orange counties). Trick Dog will be able to provide onsite resources to assist with tickets. Please keep in mind that the use of Trick Dog is intended for tickets needing to be serviced outside of the centrexIT covered areas. If there is a need to use Trick Dog for a covered area please consult with Katie McEvoy kmcevoy@centrexit.com prior to submitting request to Trick Dog to find out if charges apply based on the client’s agreement terms and for prior approval.
· Scheduling with Trick Dog Technology (TDT) requires 48 hours notice to schedule a resource.
· In emergencies, they can accommodate based on circumstances and location for an additional one time fee of $150. Please get a scheduled time and day window with the client for the onsite engineer to arrive onsite.
· Request for work after standard business hours will be billed at time and a half.
· Please note there is a $100 cancellation fee for cancels or re-schedules within 24 hours.
· Prior to requesting an onsite, please work with a technical lead and vITM/vCIO to get a clear Scope of Work (SOW). Please send the SOW to end user and POC for approval to confirm SOW and time/fee minimum of $185 an hour with a 3 hour minimum. ANY MATERIAL USED WILL BE INVOICED TO CLIENT SEPARATELY ONCE JOB IS COMPLETE.
· Trick Dog is there to perform scheduled SOW. SOW from client MUST be clear – they are there to complete SOW and nothing more. If additional work is needed technician will need prior approval from Trick Dog. (e.g. if they finish SOW early). Additional charges could apply so please loop in Katie if this comes up. In general we want to steer away from any additional requests as they require a separate sow as these techs are independent contractors working a specific job that was scoped and accepted.
NOTE: All Trick Dog jobs/tickets will be invoiced to client at a minimum of 3 hours at $185 per hour + materials if applicable. If more than 3 hours are needed for a job, please reach out to Katie to get approval before submitting request to Trick Dog.
We have an agreed upon contracted hourly rate with Trick Dog, they should not need to negotiate rates or travel times with any engineers when scheduling a ticket. If this conversation comes up when attempting to schedule a ticket with TD please loop in Katie McEvoy (kmcevoy@centrexit.com) immediately.
If there are any service-related challenges/concerns from our client regarding the Trick Dog Tech, we need to know right away in the event charges need to be disputed. Please escalate any issues within 24-48 hours to Katie McEvoy kmcevoy@centrexit.com.
***Must be documented in the Halo ticket with POC approved time & cost
***Must be documented in the Halo ticket with POC approval for any onsite overages (time/cost)
1. To get started with scheduling, start by filling out the form found here.
2. Complete the form with the following information:
1) Your Company Name: centrexIT
2) Billing Address: 12232 Thatcher Court Poway CA, 92064
3) Your Name:
4) Your Phone Number: (619)651-8787
5) Your email address:
6) Email address to send invoices: kmcevoy@CentrexIT.com
7) End User Company Name: Client Name
8) End user Address:
9) End User Contact Name:
10) End User Contact Number:
11) Select NO for “Do you want us to contact the end user for scheduling?” centrexIT technician who is making the request is responsible for communicating directly with client and then with Trick Dog regarding scheduling. Trick Dog should have no direct communication with client regarding scheduling.
12) Select YES for “Will the technician be representing the Company Name?”
13) Purchase Order / Ticket #
14) Select Type of Service (Installation, Repair, or Site Survey)
15) Equipment Information:
16) Scope of Work (or insert TDT provided Quote ID if available)
17) Special Instructions
18) Link to cloud drive containing project related documents
19) Number of Requested Field Resources
20) Technical Contact Name
21) Technical Contact Phone Number
22) Ticket Communication Contact
23) Requested Technician Arrival Date & Time in End User Time Zone
24) Rate: Job Rate: “centrexIT pre-negotiated rate”
25) Number of Hours Authorized? Estimated amount of time to complete
26) Does this request require cable drops: Select YES or NO
3. A follow-up email will come from MyComputerWorks.com confirming that the request was received, followed by another one confirming that an engineer was scheduled.
4. On the day of the onsite, the technical contact of the ticket should expect to hear from the TD dispatched Onsite Engineer or from a representative from Trick Dog/MyComputerWorks. centrexIT’s technical contact and tech that has scheduled TD onsite should be acting as liaison between client and TD tech. While we understand the TD tech onsite will be communicating with the client to some extent it is centrexIT that should be communicating important information with the client and doing the check in and check out call with the client. Please be sure instructions are clear with Trick Dog tech when they arrive to check in and out with centrexIT technical lead on the ticket so that we are aware of where things are left and can make a final check out call with our client to ensure the job was done properly and to scope.
Contacts
Primary Courtney Maher | On-Site Services
cmaher@trickdogtechnology.com Direct 480-374-1175 | PM Delivery Team 800-643-6079
Delivery | services@trickdogtechnology.com
Secondary Shannon Prondzinski | Onsite Project Manager
sprondzinski@trickdogtechnology.com | 480-526-7431 | Delivery Team: 800-643-6079