Calculating Infinity
PLEASE ONLY USE THIS FORM BETWEEN FRIDAY 5PM & MONDAY 8AM, ALL OTHER TIMES USE THE OTHER OOH CHF.
WHEN SENDING THIS FORM TEAM@NORANGO WILL GET A COPY AND YOU THEN NEED TO LOG THE ISSUE ON THE PORTAL.
Close down this form and use the staff list on the CRM
Please ask which site they are calling from and check on the below list to see if they are Retail or commercial and comprehensive (ALL Retail clients are on contract)
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Continue to take details and follow CHF.
Please look on the portal guide to see if the commercial sites have weekend cover, if they don't please let the caller know the following:
We would require a PO to cover this visit, let me take your details and the issue and the team will pick up on Monday.
Just so you are aware the Call out is £145 and labour is £65 per hour.
TAKE DETAILS BUT TELL THE CALLER THEY MUST LOG THE ISSUE ON THEIR SERVICE CHANNEL BEFORE WE CAN LOG THE JOB.
DO NOT LOG ON ET PORTAL UNTIL THE SERVICE REQUEST COMES THROUGH.
ANY CALL FROM CENTRAL CO-OP LET CALLER KNOW THEY ARE OUT OF CONTRACT, SEND A MESSAGE THROUGH AND THEY WILL BE RESPONDED TO ON MONDAY – DO NOT LOG ON ET PORTAL
EXCEPT FOR LINCOLNSHIRE CO-OP, PLEASE SWITCH TO OTHER AND HANDLE AS NORMAL.
This is required so we can send confirmation of the job that has been logged with a ref number.
WHAT IS CLASSED AS A P1
Take all details and let the caller know we will get the job logged and email them (if applicable) if not advise someone will be in contact with you within office hours.
Unless it is EG OTM make sure you tell them to log on Service Channel, DO NOT log on portal until the service request comes through.
Take details and let caller know someone will be in touch within office hours.
Take all details, let the caller know you are going to call this through to our on-call team, who will be in touch with you as soon as possible.
Then follow below instructions.
Send the message through and let the caller know the team will pick it up on Monday.
PLEASE STATE BELOW YOU HAVE ASKED CALLER TO LOG ON SERVICE CHANNEL
CALL ON-CALL UNTIL THEY PICK UP. THIS IS ANY TIME OF DAY DURING OOH AND LOG THE TICKET ON THE PORTAL.
NOW SEND THE MESSAGE, TEAM WILL GET A COPY AND LOG THE ISSUE ON THE ET PORTAL.
Unless it is EG OTM, wait until the Service Request comes through before logging.
Send the message for the office to pick up the next working day.