Service and Tiers

When a Service Request is received, a preliminary evaluation is conducted to gauge the complexity of the issue. While problems with your solution may seem irreparable, we’ve actually found that approximately 95% of all Service Request resolutions fall within Tier 1 and Tier 2.

In accordance with NICE's policy, activities and tasks identified as Triage, Tier 1, and Tier 2 support must be performed by a NICE Certified Service Provider. At Wilmac, all of our engineers are certified by NICE and have Tier 3 level certification, experience, and training.

Activities and Tasks

Wilmac

NICE

Partner

Service Coordinator (SC) accepts Service Request call – 24 x 7

X

 

X

SC confirms contract validity and gathers demographic information

X

 

X

SC logs Service Request into Field Service Management software

X

 

X

Dispatch to Wilmac handoff SR response

   

X

SC assigns SR to on-call Tier 3 Level Field Service Engineer (FSE) for Tier 1 & 2 response within 1-hour (Wilmac-only). When necessary SC will re-assign SR to an available resource to ensure call is continually worked on

X

   

SC schedules appointment for FSE with customer to commence remote diagnostics and resolution

X

   

SC makes travel arrangements for FSE to go on-site (when necessary)

X

   

SC manages, monitors, and updates status through SR completion

X

   

 

 

 

 

 

Activities and Tasks Wilmac NICE Partner
 

Service Coordinator (SC) accepts Service Request call – 24 x 7

 X    X
 

SC confirms contract validity and gathers demographic information

 
 

SC logs Service Request into Field Service Management software

 
 

Dispatch to Wilmac handoff SR response

   
 

SC assigns SR to on-call Tier 3 Level Field Service Engineer (FSE) for Tier 1  & 2 response within 1-hour (Wilmac-only). When necessary SC will re-assign SR to an available resource to ensure call is continually worked on

   
 

SC schedules appointment for FSE with customer to commence remote  diagnostics and resolution

   
 SC makes travel arrangements for FSE to go on-site (when necessary)    
 

SC manages, monitors, and updates status through SR completion

   

 

 

 

 

 

 

 

 

 

 


Tags: NICE, Service, Service Request, Support

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