1- Create the ticket in HubSpot when the service request is received.
2- If tenants contact us, we need to ask the customer to talk to Strata company first as the intercom system is in the common area, also our service agents need to access the riser or main Comms room.
Note : Sometimes, the strata company asks the tenant to contact us directly, but we need to inform the customer that it should be handled by the strata company. If the tenant is confused, we can get the strata's contact number and talk to them. (Very rare case)
* The tenants can't give the service agent the access to the riser or Comms room.
3- Support team requests details of the project and client
a- Project name or the address
b- Contact number and email address
c- Unit numbers (If same symptom happened to many units, we need to get all of them)
4- Support team clarifies on the details of the fault. Is it related to
a- Video issue?
b- Audio issue?
c- Power issue?
d- Lift control issue?
e- Call is not made from the main call panel?
f- If there is any error message on the screen? (Normally main call panel has the error
message on the screen)
g- Only one unit or other units also have this symptom?
5- Support team checks if they can sort out the problem by checking the troubleshooting manual in the below link .
Intercom System Troubleshooting Manual
6- If the support team is not able to resolve the problem , then we need to contact the service agent , however , please confirm the service charges to the client prior to sending the service agent . (The invoice should be created after the service as we are going to charge based on the time, also we need to get the payment from the Strata company, not from the tenant)
- First one hour : $195 ex GST $214.50 Incl GST
- hourly fee after first 1 hour : $135 ex GST $148.50 Incl GST
- Spare parts price : Check from the unleashed.
7- Create a WO for the service agent including :
a- Project name and address
b- Main contact (Strata or building management)
c- Service agents should arrange the visit with them as they need to access the riser area or comms room.
d- Sub contact : Tenants
e- If the strata doesn't provide this information, please inform that
f- Symptom and all the detail what the tenants or strata mentioned.
* The visiting time should be arranged by the service agent.
8- After the service is done,
a- Service agents send the invoice with the breakdown of the working hours.
b- Create the invoice to Strata company based on the service agents' invoice - Only working hours at the site
c- Chase.