If you have a service agrrement with a customer and they call you for a service call and it turns out to be a provider issue; Do you charge them for a service call?

Walter

Yes, that's why we ask for details on what happened and if it sounds like a telco issue, have them call telco for a line test before we go out.

No
That's part of a service contract. And we handle all of the calling to the providers. Now selling a MAC while we are there is a whole other question.

We used to deal with the providers as a courtesy for our customers it became too time consuming so we now still offer the service but charge for it, the same as the provider does if they come out and the problem is on our side.

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One stop Voice and Data Solutions VoIP

If after discussing the trouble with the customer and it sounds as if it could be a telco or equipment trouble we will make a visit. Whatever agreements we do have do not cover getting good dialtone to the demarc. We have a tendency to get involved because the customer usually has service restored faster and we get paid for it. verizon can be and usually is a nightmare for their customers.

We cover all troubles with Maint, but if Telco problem we turn it over to customer. If they ask us to take care Telco, we explain there is a charge and most have no problem with it. After all we are spending are time on a problem that we cannot fix.

NO- that is a perk for being on a Maint contract T&M customers yes!

Yep, we do the same as SBC does. If it's not the equipment then it's billable. And in fact states as such in the Maint Contract. That's only if we have to dispatch though, most of the switches can be remotely diagnosed to tell where the problem lies.