Policy/Procedures
The OSC Partner suspend process consists of 4 steps. List those steps
1. Contract partner reaches out to contract supervisor.
2.Contract Sup reaches out to field sup.
3.Field Sup confirms info is correct then reaches out to OSC for suspend.
4. OSC follows suspend procedure for install.
*Make sure to move all appropriate tickets that will be affected by the suspend. (Service changes, install drop/ont's, etc.)
In TX locates are only needed for bores that are ____ or deeper at techs discretion.
What is 12in
You should call a field supervisor first for help with an expedite ticket. (T/F)
False
Supervisors are our last resort for difficult expedites. Utilize resources before reaching out to a sup.
We work for FOPs and are not allowed to tell them no when they make requests that are against protocol. (T/F)
What is False
We do not work for FOPs, we work with them and in doing so allowed to deny requests that go against protocol.
These 3 suspend reasons do not require field sup approval?
What is customer not homes, customer reschedules, customer cancels.
*The only exception for this would be TX. Field sup approval is required.
Customer not homes in TX do not require sup approval. (T/F)
False
These 3 things are required during the creation of bore tickets.
What is a picture, footage, bore type.
The calendar icon 📅 on a install ticket represents this.
What is issues.
This list provides supervisors contact information as well as the on-call tech for each market.
What is Sup/Contact On-call List
Commercial suspends for pre-install jobs (pre-install, css, install drop/ont, commercial install, etc.) need approval from?
What is the PM (project manager)
Additional info: if the field sup is not able to reach the PM they are able to call service delivery for the approval and to start the suspend process.
When pulling installs from the route per customer request on pre-call (reschedule/cancel) we do not need to confirm with the customer if the request comes from a field supervisor. (T/F)
What is false
Additional info: We still need to call with the customer to confirm just to cover our own tracks and to have that additional documentation.
The hold time for locates that have been called in to FL DB's/Bore is _______ business days not including day of call.
2 business days
A repair that needs to be expedited can go on a field sup without their approval. (T/F)
What is false.
In house techs are allowed to refuse work when they are the on-call tech. (T/F)
What is False
A inhouse tech can call in for a no light suspend. (T/F)
The OSC Commercial suspend process consists of 4 steps. List those steps.
1. Tech reaches out to field supervisor
2. Field supervisor reach out to the PM.
3. PM will message admins to have the ticket suspended.
4. Admins will suspend/remove the job.
Additional info: If the PM is unavailable or not listed you can have the field supervisor reach out to service delivery to get the approval for the suspend.
You will run this routing plan for when a DB tech collabs in requesting more work.
What is Bulk SLA Routing (1) or (2)
We are required to expedite a ticket even if it's already within the required 48hr timeframe even when it's not a TTC situation. (T/F)
What is False
*If we have room we can go ahead and move it in but we are not required to put our routes in jeopardy if the cx is already withing the required TF and not TTC.
These 2 types of techs can call/collab in for cx not home and reschedule suspends.
What is inhouse techs and contract parters techs
A contract supervisor can call/collab in to suspend an install for CTR issues (no light, damaged terminal, etc). (T/F)
False
When moving install drops off the route in the markets that run the drops before the install, we move those tickets to the nonscheduled bucket instead of rescheduling to another day. (T/F)
What is True
Additional info: Omit Install drop/ont is the routing plan you use in markets that run the drop before the install.
DB techs can request Bore tickets to be moved to their route even when the locates are not completed. (T/F)
What is False
We are NOT required to expedite commercial repairs for same day if they are within the 48hr timeframe. (T/F)
What is False
Comm/Bus repairs are priority, especially if they come from ATS (these have to be moved in ASAP)
Inhouse leads can request team works, admin tabs, and warehouse tabs. (T/F)
What is True
Additional info: Some mentors are able to request these as well depending on the market and how much work is left.
There are 4 types of suspends a contract supervisor can request. List these 4 things
Bores
DB's
PSS's
non cx facing install drop/ont's