Specifications

Confidential Page 15
Edited 10
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01
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2009
Installation and Service Dispatch Procedures - (continued)
Service Call Dispatch:
The following procedure is followed for standard
and priority service calls
dispatched to a Subcontractor or Affiliate.
• Dispatch Rep determines closest qualified subcontractor and places phone call
• Dispatch Rep provides customer name, site location and condition reported.
• Subcontractor accepts or declines the call.
Upon acceptance of the call, the following procedures are followed:
For standard service:
♦ Subcontractor provides an ETA, Dispatch Rep confirms with customer.
♦ DMX dispatch will provide subcontractor with work order via fax/email or
work order number via phone.
♦ Call must be responded to within 48 hours.
♦ If equipment is required for initial call, tech must wait for equipment to
arrive.
♦ Follow remaining documented process.
For Priority service:
 Subcontractor provides an ETA, Dispatch Rep confirms with customer.
 DMX dispatch will provide subcontractor with work order via fax/email or
work order number via phone.
 Call must be responded to within 24 hours or by ETA provided.
 Truck must roll regardless of equipment status. Tech must make best
attempt to correct existing condition.
 Follow remaining documented process.
NOTE: For priority service calls, if the Dispatch Rep is unable to reach a
representative from the subcontractor immediately, they will proceed to the next
subcontractor option.