Onsite Protocol

DynaSis Onsite Visits
Before any DynaSis Engineer begins work on your site, you should verify the work to be done per the online service request. You should have received an automated confirmation of the visit with a link to the online service request itself. The engineer can also direct you to the customer portal if you are not familiar with it. Either during or immediately following his or her tasks, the engineer will input their activities directly into our CRM. You should verify before the engineer leaves the below items:

1. What items have been completed
2. What items have not been completed
3. What items were completed in addition to scheduled work
4. How much time were you been billed for the work order

Both billable and Digital Veins service plan hours may be itemized in the time entries. All work completed can be viewed real-time in the customer portal and remains there for historical reference. If you wish, a sign-off form can be printed while the engineer is onsite, otherwise the “work order complete/customer survey email you receive when the ticket is audited by accounting and closed will serve as your acceptance that all work was completed.

When new product is delivered to your site, you will be required to sign a Sales Order to indicate you received it. Check to make certain you have received the correct hardware, software, licenses, or media. We advise keeping software and licenses in a secure place, as it may be needed for future upgrades or reinstallation. Please be prepared to supply software media and licenses (as needed) for each system on your network. DynaSis engineers cannot legally install software for which you do not possess licenses.

It is important that all DynaSis clients provide a secondary contact in the event the primary contact is unavailable to verify the work order, We need to establish a reliable secondary contact to insure your needs are met as well ours. If you cannot supply a secondary contact, or have any other special needs, please be sure your request is documented with the DynaSis Support Coordinator. We also need to have after-hours contact info for both the primary and secondary contact (or the appropriate person) who can assist our team in the event of after-hours emergencies

DynaSis Engineers will complete all repairs on a “best effort” basis. If a repair cannot be completed in the allotted amount of time, we will give priority scheduling for a return visit. Any additional non-scheduled issues will be addressed, time permitting, on that visit. In the event any additional issues cannot be completed, please contact the DynaSis Support Coordinator, and you will be scheduled accordingly.

Please be prepared for possible server reboots or minor network down times when an engineer is onsite performing service work. DynaSis will make every effort possible to coordinate server downtime with you. However, there may be times when it will be necessary to down the network in an effort to troubleshoot a problem. Any network/server repairs that need to be done after-hours to ensure minimal downtime may incur additional labor charges.

THANK YOU!!!