Help Desk Escalation List
Support Rates
Regular Hourly Rates (Mon-Fri 9am-6pm)
| Remote Labor: | $75/hr |
| On Site Labor (Residential): | $100/hr |
| On Site Labor (Business): | $125/hr |
After Hours Rates
| Remote Labor: | $60 Urgent Fee + $150/hr |
| On Site Labor (Residential): | $60 Urgent Fee + $200/hr |
| On Site Labor (Business): | $60 Urgent Fee + $250/hr |
Cypress Glen
| Severity | Issue | Explanation | Escalation Route |
| Outage | Current subscriber cannot connect to wireless network from existing device | Determine if connectivity issue is due to Unifi equipment outage or user error. Only Unifi equipment outages should be escalated. | Troubleshoot
Create ticket Escalate to On-Call Tech |
| Non-Outage
|
Current subscriber wants to connect to the wireless network with a new device | Setting up a new device to connect to the wireless network is a standard support request, not an outage. | Provide credentials, assist with connection
For printers and IoT devices, gather MAC address from customer Create ticket |
| Current subscriber cannot print | Troubleshoot
Create ticket |
||
| Current subscriber wants to change their WPA2-Enterprise password | Help Desk user cannot change password (read-only admin) | Create ticket | |
| Current subscriber or non-subscriber wants to connect to the guest network | Connecting any device to the guest network is a standard support request | Assist with connection
Create ticket |
|
| Non-subscriber wishes to subscribe | Setting up a new subscription is to be handled during regular business hours. | Create ticket |
Cypress Glen Reference
Current Subscriber list (including username and last known password)
Unifi Controller (to fetch current passwords and view network details)
NetCare Subscribers
| Severity | Issue | Explanation | Escalation Route |
| Outage | Current subscriber cannot connect to wireless network from existing device | Determine if connectivity issue is due to Unifi equipment outage or user error. Only Unifi equipment outages should be escalated. | Troubleshoot
Create ticket Offer after hours support with pricing estimate, then escalate to On-Call Tech if estimate is accepted |
| Non-Outage
|
All other issues | After hours support is not part of NetCare Subscriber contract | Create ticket |
NetCare Reference
Current NetCare Subscriber list
Unifi Controller (to fetch current passwords and view network details)
BizCare Subscribers
| Severity | Issue | Explanation | Escalation Route |
| Outage | Current subscriber is unable to finish mission-critical work due to issue(s) with BizCare-covered device | Only outages on BizCare-covered devices or devices connected to a BizCare-covered device (like a printer) should be escalated. After hours support is subject to additional charges. | Troubleshoot
Create ticket Offer after hours support with pricing estimate, then escalate to On-Call Tech if estimate is accepted |
| Non-Outage
|
All other issues | After hours support is not part of BizCare Subscriber contract | Create ticket |
BizCare Reference
Current BizCare Subscriber list
PC Care and Mac Care Subscribers
| Severity | Issue | Explanation | Escalation Route |
| None |
No coverage |
PC Care and Mac Care subscriptions do not have SLA plans | Create ticket |
Care Plan Reference
Current PC Care and Mac Care Subscriber list
WebCare Subscribers
| Severity | Issue | Explanation | Escalation Route |
| None | No coverage | WebCare subscriptions do not have SLA plans | Create ticket |
WebCare Reference
Current WebCare Subscriber list
All Other Customers
| Severity | Issue | Explanation | Escalation Route |
| None | No coverage | Create ticket |