Field Service site visit definitions and examples

Transcription

1 Field Service site visit definitions and examples THE FOLLOWING TERMS ARE DEFINED TO ENSURE YOU RE CLEAR ABOUT THE FIELD SERVICE ASSURE AND PROVISIONING DEFINITIONS, BUSINESS PROCESSES AND THE RELATED CHARGES APPLIED. 1.1 Customer to advise (CTA) This process is initiated when an order requires a technician and the truck has rolled, but the install has not been completed as the technician requires the end user to advise further details or confirm a delivery date. A message is left with the end user verbally (face to face) or by phone message. There are a number of scenarios that might result in CTA; refer to the guidelines below for examples. The service company will hold the order from 5 to 30 days depending on circumstances, and will then stage the order through the CTA notification stage They will then return the order to the originating provisioning team. Quote will be an exception which will be held in Provisioning queue to make up to 90 days from the date quote issues out in Portal. Scenario End user conversation Timeframe for service order action End user considering quote for job and agreement made for CTA. Advise end user the quote is valid for 90 days only, and if confirmation of acceptance is not received within 90 days, application will be No response received 30 days after quote issued

2 Consent needed from landlord. cancelled and end customer will need to reapply. Advise end user that they will need come back with positive response within 30 days. If confirmation is not received, application will be cancelled and end user will need to reapply. No response received 30 days after estimated delivery date 1.2 Abortive Site Visit This is a fixed charge for an abortive end user site visit which, due to a reason not caused by Chorus, the visit does not proceed. An abortive site visit charge applies when a technician arrives between the appointment window or no earlier than three hours before the agreed time (the BY time), but is unable to carry out or complete required work due to access or safety restrictions. Due to Safety Concerns If our technician attends a site and there are potential safety concerns, which could include: Unsafe building site or working conditions Unrestrained dogs or animals Threatening behaviour by local resident(s) End user not present and an unattended child is on site Our technician will discuss their safety concerns with the Field Manager and gain their agreement to cancel the site visit. An abortive site visit charge is then applied Due to Customer Cancellation 2 Add document name here Nov 2016

3 A customer cancelled site visit charge applies when you report a fault and then cancels it. The end user may also cancel the site visit with the technician when the technician calls ahead before arriving or when the technician arrives on-site but prior to work commencing on-site. If the end user cancels before the technician has started repairs on the fault. 1.3 Customer-Out-Card-Left (COCL) Process Before our technician leaves a COCL card at the end user's premise, the following would take place: The technician will always call ahead. The technician will try to contact the end user on all numbers provided (including the number that is faulty). The technician will not leave a COCL card before an appointment time. When the technician leaves a card for the end user, it will be left at the door in rural areas, or in the letterbox in urban areas. For example: Due to Customer-Out-Card-Left (COCL) If our technician arrives at the agreed time, but the end user is not there to provide access then: The technician will leave a service card - otherwise known as a Customer-Out- Card-Left (COCL) which lists the job reference number and an 0800 phone number, so the end user can call and re-arrange a visit In addition to the service card, the service company dispatch will also make three attempts to call the end user and re-schedule the appointment 3 Add document name here Nov 2016

4 If the end user does not call the 0800 contact number and our dispatch team cannot reach them, then the work request is cancelled and an abortive site visit charge is applied. 1.4 No Fault Found A No Fault Found is where the reported fault condition is not present during testing and the technician finds no fault with the Chorus network. This could mean that the fault resides with the end user s equipment, your equipment or another network element outside of the access network. Before a No Fault Found is determined, the technician will test the insulation, noise and other network elements to confirm the status of Chorus network. 1.5 FAQs on the abortive site visit charge Why are you charging the abortive site visit? The Abortive Site Visit charge is to allow us to recover costs charged by our service companies. Will I be charged the assure abortive set fee when I cancel after requesting a truck roll? You can cancel a site visit at any time after you have requested a truck roll. However, if the job is cancelled and we have incurred cost from the service companies a charge will apply. For example, the job has been received by the technician or the job is cancelled at the end user's premises. If I wish to cancel what is the time frame threshold to submit the cancellation to avoid incurring any charges? There is no set time frame window for the cancellation to be requested with no charge, but if it is cancelled before the technician has received the job no charge will apply. 4 Add document name here Nov 2016

5 Please be aware with our fault reporting systems, the technician may receive the job within a few minutes of you lodging it. If the fault is cancelled after this point the Abortive Site Visit fee will apply. 5 Add document name here Nov 2016