There are 2 Types of Tickets

➢ Incident (Break Fix)

➢ Service Request (T&M Time and Material)

Contracted Call Ticket: Client with whom we already have the contract are termed as Contracted
Tickets, in such tickets everything is pre-decided with client while setting up the contract.

➢ Once we receive the contracted ticket, we have to search the serial number it in Break Fix
Contract Spreadsheet (Serial Number will be mentioned on the client’s email for which we have
received the ticket)

➢ On Break Fix Contract, we can find all the details pertaining to contract (Ex. If its Part only
contract OR Part and Labour contract, SLA, Address, Serial No, Kit List, Local Team who will be
supporting us for Part and Labour).

➢ After finding the contract with the help of Serial No. we than need to send it to the Local Team
to support us on the ticket. While sending the email to local team we need to make sure that
none of the client’s details are sent to local team.

Depending on the type of Ticket, chase Local team of the updates, Once we have the update
from Local team, we need to update client of the same,
1) If its Part only ticket, chase local team for tracking details,
2) if its Labour only chase for FE details,
3) If its Part & Labour, first chase for the tracking details once part is delivered than chase
for FE details

➢ For every update which we receive from Local Team, we have to update it to the client for the
same.

➢ We have to enter the ticket details of contracted tickets on the tracker, (Location – OneDrive –
Tackers – “Contracted Call Tracker”, Every information has to be updated on the tracker as soon
as we have the updates from either client or local team.

T&M Ticket (Time and Material) :- In T&M we charge client for Time and Material, it means we do
not have any contract with client for T&M Tickets, client send us email with the details of Fault
description, Site Location and Schedule details,
 ➢ In T&M as we do not have any contract with client, we have to provide quotation, to client for
which we have to get approval from them to proceed with the task.

➢ We need to find out for which Location / Country the ticket is for, Location will be mentioned on
the client’s email.

➢ Once we have the location, we need to search the Local team who will be supporting us at the
client’s location, we can find the details of the Local Team on one drive (OneDrive – Partner
Management – Partner Spreadsheet)

➢ We first need to send the email with the details of the job to the Primary partner, If the ticket is
urgent than we will also send email to 1st Backup mentioned on the spreadsheet

➢ Once we have the quotation from local team, we than add our 25% mark up and send it to
client, If the local team’s cost is $100.00 than we will add 25% to the cost and send it to client,

➢ Once we send the quotation to client, it has to be approved from client, unless it is not
approved, we will not book FE.

➢ If client has approved the quotation, we will than inform our Local Team to proceed with the
work and book FE. Once we have the FE details and ETA, we will send it to client for access
confirmation. In many cases FE co-ordinates with the site contact and schedules the visit.

➢ We have to enter the ticket details of T&M tickets on the tracker, (Location – OneDrive –
Tackers – “T&M Tracker”, Every information has to be updated on the tracker as soon as we
have the updates from either client or local team.

These are mainly categorized in to 3 types:

1. Part Only
2. Labour Only
3. Part & Labour
Part Only:
➢ In this type of request, Client is requesting only to send part at the site address,
➢ If it is contracted ticket, details will be mentioned in the Break Fix Contract Spreadsheet,
➢ If it is T&M ticket, we have to send the part request to our local team, once we have the quote,
we will add the mark up and send it to client for approval.
➢ In this ticket once the Local team sends the part to the site, we have to chase for the tracking
details and we need to forward the same to the client,
Labour Only:
➢ In this type of request, client is requesting only to send FE (Field Engineer) at the site address
to do the task.
 ➢ If it is contracted ticket, details will be mentioned in the Break Fix Contract Spreadsheet,
➢ If it is T&M ticket, we have to send the labour request to our local team, once we have the
quote, we will add the mark up and send it to client for approval.
➢ In this ticket once we have to chase Local team send use the FE details, like Full name of FE
and contact no. and email address if requested by client. And we need to forward these
details to client.
Part & Labour:

➢ In this type of request, client is requesting for both Part as well as Labour.
➢ If it is contracted ticket, details will be mentioned in the Break Fix Contract Spreadsheet,
➢ If it is T&M ticket, we have to send the part and labour request to our local team, once we
have the quote, we will add the mark up and send it to client for approval.
➢ Client will confirm the site address where Part is to be sent and when FE is required for
attendance.
➢ In some cases, FE carries the Part along with him at the time of carrying out the work.

➢ As soon as we receive client’s email we have to respond and acknowledged client’s email within
5 Minutes.

➢ We have to check if client has sent email on support@tivolv.com, OR if client has CC’d Global
Service, we can find the ticket no. from Service Desk tool.
➢ If client has not copied Global Service than we will forward clients email on Global Service to
create ticket Automatically,
(Email Sent or received on Global Service email ID, it automatically raises ticket in Service Desk
tool)

➢ Find the ticket number of client’s request on Service Desk tool, change the status in Service Desk
tool of the ticket.
Update Service Desk tool:
- Edit -> Company "Select the client/Cust name"
- Status -> "In Progress"

➢ Once we have the ticket number, we will now Acknowledge Client’s email by Replying All,

➢ We will add our ticket no. in subject line and reply all.

➢ We always have to CC Support Team for all the emails which we send from Service desk,

➢ Never copy Global Service email address, even if client has copied Global Service we need to
remove it. As every single email sent on Global Service will create ticket each time, if our Ticket
no. is not mentioned in the subject line. (If the subject line of the email has our Ticket ref no.
generated by Service Desk tool, it will not raise the ticket, but if the subject line does not have
Ticket ref no. than it will create ticket)
➢ Automated email with ticket no. is sent to the email address sent on Global Service

*** Note ***

➢ While sending emails to Local team for the Ticket received from Client, make sure all the
information which has client’s details needs to be removed.

➢ While sending emails to client, never use the word “Partner” always use the word “Local Team”
for our Partner OR Subcontractors.

➢ New quote received and a ticket is raised manually.

➢ The ticket should be updated with the following details, correct company name it should never
be left saying Tivolv-Global.
➢ Next the status is Waiting partner and the Queue is Quote Outstanding
➢ Once the quote has been sent back to the customer the ticket should be updated to status
Waiting Customer Approval and queue Post Sale.
➢ If we quote then becomes a won deal depending on the type of quote – For visits the status is
changed to Approved and queue scheduled visit. If this is maintenance support status is Waiting
customer PO and the queue is Post sale.
➢ The process is slightly difference for T&M tickets which are created by emails being sent to the
Service desk mailbox.
➢ If this is done automatically the company details need to be updated.
➢ The status should show waiting partner and the queue is scheduled visit.
➢ Once the visit has started the status should be changed to Approved.
➢ When the visit is completed the status changes to Waiting customer PO and the details are sent
and email to accounts to ensure we receive payment from the customer.

➢ If we are sending FE (Field Engineer) to do the work, than we have to make sure that the access
is confirmed for FE and site is aware about FE’s attendance date and time.

➢ In some cases, client arranges access for FE, we have to email FE’s name and contact details to
client and client will arrange access for FE.

➢ In some cases, client request us that FE has to co-ordinate with site contact and arrange access,
FE will contact POC (Point of contact) and will schedule as per site contact’s convenience, Once
we have the schedule, we will update client for the same.
 ➢ Once the FE is scheduled, we have to update client on the status of FE,

➢ On the day of FE’s attendance to the site, we will have to chase Local team for FE status and
update client.

➢ Once we have the confirmation from Local Team that the FE is on site we have to update client,

➢ If there are any issues at site, Local team will update us and we have to inform client for the
same.

➢ Once the job is completed, Local team will update us about it and we have to update client
about the Offsite status.

➢ We have to chase Local Team every hour for the status of the job and have to update client.

➢ Once the Job is completed, we have to chase Local team to send us the SCR or FE report.

➢ Once we have the FE report, we need to send it to client, while sending the FE report to client
we have to make sure that all the details pertaining to our local team has to be removed.

Hardware Maintenance – Full Support Tivolv will be responsible for Parts , Labour and Technical help to
obtain Part number and Action Plan for FE.

Hardware Maintenance – Parts & Labour: Tivolv will cover Parts and Labour, Client to advise on Part
number and any technical support needed for FE

Dispatch Contract with parts: Dispatch contract do not have monthly retainer but we have agreed rates
with the client with the SLA Agreement and Tivolv will be responsible to provide them with the Part on
agreed price within the SLA.

Dispatch contract - Labour Only: Dispatch contract do not have monthly retainer but we have agreed
rates with the client with the SLA Agreement and Tivolv will be responsible to provide them with the
Labour on agreed hourly price within the SLA.
Entitlement Coverage Availability Response Time

Support available Monday Support available 8:00 am to

The technician will arrive on-
thru Friday excluding 5:00 pm at the Overland Service
9x5xNBD site the next business day after
National and Company Center providing support where
ticket get logged with us
Holidays product is registered

Support available Monday Support available 8:00 am to

The technician will arrive on-
thru Friday excluding 5:00 pm at the Overland Service
SBD site the Same business day
National and Company Center providing support where
after ticket get logged with us
Holidays product is registered

The technician will arrive

Support available Monday Support available 8:00 am to within four (4) business hours
thru Friday excluding 5:00 pm at the Overland Service after ticket get logged with us.
9x5x4
National and Company Center providing support where Calls dispatched after 1:00 pm
Holidays product is registered local time may be responded
to the next business day.
The technician or spare part
will arrive within four (4)
Support available 365 Support available any time, 24
24x7x4 hours after determination of
days a year hours per day
problem and verification of
entitlement