1840 Jefferson Highway, Suite 104
Fishersville, VA, 22939
Have a problem? You the Customer need to…
Determine the number of systems and the users affected. Assign a level of urgency to your service request (Emergency, Urgent, or Normal).
When possible, document the affected machine’s EN tag number. Document any error message and collect supporting information such as business software support contacts. Communicate this service request to EN Computers.
EN Dispatch Service Desk will…
Assign a service ticket number to your request. Provide a preliminary assessment of when service will be available, often connecting you to a Specialist right away for remote service. Other popular servicing options include scheduling a call back (for non- emergencies) or an onsite visit (for non-remote issues).
EN takes charge…
Now that our Specialist has been dispatched to perform service, he will assess the situation and provide a resolution plan. A resolution plan begins as an initial ‘ball-park’ and considers the following:
To move forward we’ll want to be in agreement on the resolution plan. Approval of service plans involving $500 or less in value will be conducted verbally. Service plans with more than $500 in value should be in writing. We ask that the user of system being serviced be present during service delivery and we require the user to verify and approve services delivered.
Moving forward … Customer collaboration
Now that EN has assessed the service request and provided a plan, the customer must approve our plan to continue with service. Please make sure that the individual users of affected systems are available for questions about upcoming service. Their presence is required to confirm and verify services performed. Un-approved service plans will be closed in one week and we will invoice for services performed to date.
EN Service Team goes into action…
The EN service team will execute service per the resolution plan. If the resolution involves changes to your work process or system security that will affect your end users, EN will work with the team member assigned under the plan to optimize the systems to best meet your organization’s needs. Should additional expense or time delays arise, EN will work with the approved budget as outlined under the work plan for authorization. If no substantial progress is being made on the resolution plan, the assigned Specialist may choose to escalate the issue to a higher Technical Level or an Account Manager. Escalation is a change in the work plan. For increases in expense over $100, written approval is required. For a resolution plan time extension over one business day, a written approval is also required. Approvals can be managed by e-mail. At the conclusion of service we will request a follow-up to be scheduled for your end user.
Customer cooperation is essential…
In addition to the affected end user, please be sure those responsible for approvals- whether time, money or security changes- are available for prompt response during service delivery. This allows us to deliver the best service outcomes at the best value. We may need additional information or access to your systems during service delivery so please ensure that software keys, support contact information and passwords are handy. During service delivery we may provide updated system information verbally, so be ready to write down new passwords, directions, and settings required to operate your systems after services are performed.
During service delivery if you feel that the Specialist assigned is not meeting your needs, please request of him that we escalate the issues to an Account Manager for a review of the work plan. If your Specialist has met expectations and the issue appears resolved, schedule a follow up with him, usually in the next few days, to confirm that everything is working out as expected.
Customer makes sure we got it right…
Operate and stress test your systems prior to the scheduled follow up call. Utilize the follow up call to optimize systems and review documentation.
EN follows up with you…
The follow up call will be billable service delivery and may result in change management to the service plan. Should the follow up produce an agreed outcome, your Specialist will send a Service Sign Off with a description of service performed, hours, components, and expenses.
Customer signing off! Job well done, EN!
The customer verifies the Service Sign Off which can be approved via e-mail, without an actual signature.
Billing will occur for services performed within 14 days of their delivery. Bills are e-mailed as a PDF attachment to your accounts primary e-mail address. If the bill does not match your service plan, please contact your Account Manager or e-mail your concern to This email address is being protected from spambots. You need JavaScript enabled to view it. . We guarantee repairs for 30 days
1840 Jefferson Highway, Suite 104
Fishersville, VA, 22939