Service Solutions
At Retail Echelon Installations Group, we offer 3 different levels of service. Our goal is to give our customers more than one service solution that will help balance their need for our services with their need to manage a budget.
Priority 1
• Technician on site between 1- 3 calendar days of receiving the request for service.
• 3 day clock begins the day afte the request was submitted.
• Example 1 - Request is received Monday @ 1:00 p.m. Tech will be on site no later than the close of business Thursday.
Some calls require an urgent response or a "Priority 1" status. An example of a Priority 1 call might be a high volume location that has stopped registering counts or a location that has equipment failure during a busy holiday week when you need your conversion data the most.
Priority 2
• Technician on site within 4 - 7 calendar days of receiving the request for service.
• 7 day clock begins the day after request was submitted.
• Example 2 - Request is received Monday @ 1:00 p.m. Tech will be on site no later than the close of business the following Monday.
Less urgent or "Priority 2" calls are generally more routine issues. An example of a Priority 2 call might be a store that suspects their traffic counter may be registering counts that are too high or too low and wants a technician on site to perform a validation test.
Priority 3
• Technician on site within 8 - 10 calendar days of receiving the request for service.
• 10 day clock begins the day after request was submitted.
• Example 2 - Request is received Monday @ 1:00 p.m. Tech will be on site no later than the close of business the following Thursday.
"Priority 3" calls are typically when a customer has time to plan for an upcoming service need. An example of a Priority 3 call might be when adjustments to count lines will need to be made to accommodate merchandising changes/store layout changes.
For all tiers of service the following guidelines apply
• Each job is a minimum of 2 billable hours.
• 1 hour is applied to travel and 1 hour is applied to time on site.
• Maximum charge is 3 billable hours.
• Includes our Service Guarantee
• Requests for service may be made via our online scheduler or by contacting a Client Services Representative.
Components of a Basic Service Call:
• Technician on site within the time frame designated by the priority level of the call generated by the customer.
• Correction of condition defined in service request.
• Onsite technician conducting count test to validate accuracy of counts.
• Telephonic contact of a single designated party to conduct connectivity determinations.
• Completion of service call documentation forms.
• Brief overview with store management on the function of the system.