How does Work Order work?

A Work Order is an Automated communication system we use to keep the customer informed of the work that we do at their company and to their equipment. Is very important that the customer read and understand these emails because it eliminates any confusion of the job been done or it helps to generate questions about the job. Following we are going to explain in details what happen when a Work Order is open for a job.

First, there are different ways to open a Work Order for service:

  1. Customer Portal – This is the fastest and easiest way. Each customer can login to their own portal and request service by opening a Work Order.
  2. Phone or Email – The second most common way customer use to open a work order is sending us an email but when the email doesn’t work a phone call can be made to have the technician open a work order for you or your staff.
  3. By Technician – We monitor some of our customers servers and if we see a situation that requires our attention, we will open a ticket for the customer and start working right away on the problem.

When a Work Order is opened via any of the previous methods, this is what happens:

  1. There is a Primary Contact email on the system, which means that when a work order is opened that person is the first one to get notified. If another staff or employee other than the primary contact open a work order via email or phone call, then both users will receive the same email.
  2. When a Work Order is opened you receive the email stating why the Work Order was opened and it contains the following information:
    1. Contact Name
    2. Contact Email
    3. Service Requested (This explain why the work order was opened or for what reason)
    4. In addition a PDF is attached to the email with the same information including the equipment that will be serviced.
  3. In this stage the Work Order goes into In Progress status
  4. When we start working on the WO we start a timer. The timer is what tells us how many hours the job took to complete. For example if we start a Windows Update; that can take hours to first download all the updates available, also while we are installing updates we need to wait for the updates to finish in order to continue with any other job. This time doesn’t count against your Credit Hours (purchased Bank of Hours) and they are listed under Worked Hours.
  5. When we complete the job we type our notes and make an assessment of what are a fair hours of the job. Using the example above, downloading Windows Updates can take 3 hours or more based on the amount of updates and their sizes but it may only take 1 or 2 hours to install, this goes against your Credit Hours (purchased Bank Hours) and they are listed under Billed Hours (hours to be billed on an Invoice). Another example is a manual backup, if a backup fails we need to manually perform a backup, that backup can take 6 hours to finish (those are Worked Hours) but we only charge at minimum 1 hour (these are your Billed Hours).
  6. At this stage the Work Order may be finished or not and it will get into the following status:
    1. Waiting Parts – The customer receive an email if the work order is waiting for any parts in order to finish the job.
    2. Waiting on Vendor – The customer receive an email if we are working with a third party vendor and we are waiting for their answer to finish the job.
    3. Waiting on Customer – The customer receive an email informing that some job has been done but the technician is waiting for feedback or testing from the user to confirm if the problem is resolved or it needs more troubleshooting time. The customer gets a reminder after 3 days if no response has been received.
    4. Work Order Finished – The customer receive an email when the job is finished. This email includes the Work Order Number and a PDF Attachment with more details and notes about the job done.
    5. Other notifications will be received depending on a Follow Up or a Work Order been opened for over a week.

For more information on how to access the Customer Portal you can follow this link How to open a new work order