Suisse AssociatesWelcome and

Certification Program

Information and Protocol for Technician Dispatches

Suisse Company InformationCompany Overview:Suisse Associates (Suisse), founded in 1995 as Pentium Communications headquartered in Philadelphia. Suisse has become a leader in the managed services of technology integration dispersed, software development, telecom and equipment deployment projects for large enterprise – to small end-users. The company has successfully completed hundreds of individual deployment projects encompassing individual locations throughout the NJ, PA, DE, MD, NYC and CA. The utilization of industry standards and high quality onsite/remote services, has given Suisse a leg up on the competition and it’s field technicians the ability to quickly and efficiently complete the tasks required at each site with minimal “negative feedback”.

Our field force is supported by a dynamic system based staff of experienced project managers, engineers and administrators to ensure the deliverables of each project/event are consistent with the agreed upon scope of work.

Doing work with SuisseThe following are requirements for working on tickets :

1. Code of conduct form on file

2. Background check authorization on file($25 fee)

3. Perferred A+ minimum certification

4. Meet and adhere to SLA requirements related to:

a) Collateral delivery within 12hrs. of dispatch completion

b) Maintain a minimum of 98% on time percentage

5. Technicians must bring to site all required tooling

6. Technicians must complete installs in allotted timeframe

The Installation Success Formula

Professional Tech + Proper Schooling + Proper Tooling

= Install Success

Dress Code is Business Casualon ALL Suisse Dispatches

• Collared Shirts Only• Neat Jeans, slacks, or Khaki’s Preferred• No ripped jeans or t-shirts• No hats or sunglasses• No sneakers or sandals

Required Tools – Each project has specific tools that are required for each installation. Refer to your project documentation, or SOW document for each project’s specific required tools.

Technicians that cannot complete a job because they did not bring the required tools will NOT be paid for the dispatch.

Independent of the project specific tools, tech must bring the following to ALL Suisse Dispatches.

• Charged Cell Phone, Laptop, ID• SOW document• Service Request Work Order• Project Specific Completion Sheet• Installation Instructions/Project Manual

Installation Instructions• Installations vary by project.

• It is imperative that you read the installation instructions prior to arriving onsite for each project.

• Instructions can change with short notice, so it is imperative you download and read instructions prior to dispatching to each site. Verify the latest version number.

• Unless notified Do NOT read the directions from your laptop when you are onsite.

• Do NOT read the directions for the first time on site. Read the directions prior to dispatching to the site.

If you are awarded a ticket you will receive a confirmation email. You will also receive a confirmation call from the customer and your TAM.

Please print all documents and take to site.

An example of this work order is shown to the right. Please note that your work# will be listed at the top of this form. In this example, the WO# is .

Technician Arrival Procedures (ALL SITES):

• Upon arrival, meet with the site contact and inform them that you are with customer on you SOW, and are on site to complete the scope of work specified by your WO.

• Call end user help desk to sign into the site• Refer to your instructions to see if you need to call a

customer/end user to check in to the site.

Technician Arrival Procedures (Project Specific)

• Text Suisse and check in per instructed on your WO the (See Work order for phone #) to check in to the site.

• It is imperative that you are on time for all installations. Exceptions must be immediately reported to the Project Support Center. An arrival time that is beyond the scheduled time by 15 minutes or more is considered late.

Onsite CommunicationWhen onsite, technicians should always conduct themselves in a professional manor.

• When arriving onsite, always introduce yourself to the site contact

• When calling in to a customer’s help desk, always be sure to reference the site by the site Name, address and/or WO Number:

o “Hello, this is John Doe, I am calling in about the installation at “Customer Name” store “1234”

• Never complain about the installation, or work required when onsite. If you are asked to do out of scope work, call the Suisse TAM/WO PC to escalate the issue.

ALL onsite issues MUST be escalated to TAM

NEVER allow resources to accompany

you on a dispatch that

is not contracted by

Suisse.

Completion Requirements• Clean up the work area• Make sure any de-installed equipment is boxed up properly labeled, and

placed in the location designated by the site contact• Completely fill out the site completion sheet, and have the site contact

review and sign the sheet• Email/Fax ALL required collateral to Suisse (including the Suisse Work Order

and to customer as instructed on WO)• If required, call the end user help desk for testing and/or to obtain a release

number• Call/text Suisse to confirm fax has been received and to be released from the

site. You may also fax from office or home.

Checking out of a siteUpon completing any dispatch you MUST call into the call center to check out of the site

Many assignments/projects` require calling in to a customer’s help desk to check out of a site.

Close Code / Release Number

All Suisse WO require a customer WO #.

Close Code/Release # are obtained either from a customers helpdesk or Customer WO

Refer to your project documentation for instructions on how to get a release number

Be sure to get a release number, compensation will be forfeited without a release number

The Suisse Certification ProgramOverview:

Suisse is pleased to announce it’s 2011 Field Service Technician’s (FST) Certification Program. The program is intended to categorize technicians in our network based on skill set and experience successfully executing Suisse “service request”. The thought process would be to share the metrics with all field partners and encourage them to “REACH FOR THE SKY” to open up more contract opportunities for them. The targeted implementation of the full program is by no later than end of Q3, 2011.

The Program:The certification program will focus on the compliance of standard process and protocol requirements for contractors to do business with Suisse. Techs will be required to participate in an online training session which will provide an overview of processes and procedures as it relates to successfully executing contract work. All technicians whom successfully complete this preliminary “doing business with Suisse” session will be categorized at the entry level of certification known as our “welcome” level.

“Reach for the Sky”

• Technicians will begin to “graduate” to additional levels based on the data that will be accumulated through automation linked to Service Desk tickets. These levels will be known as:

• Welcome Silver Gold Platinum The “graduation” plan will consist of the following calculation of points pulled from SD data:

A + B – C – D - E = Total Points• (A) Completion of dispatches with no issues reported• This means tech was on time, tech has submitted required collateral, no client issues reported as it relates to tech performance (quality or service)

• (B) Positive Rating• This means positive feedback was expressed by client and/or internal Suisse personnel who interacted with the tech.

• (C) Negative Ratings = 3 strike rule and grounds for termination• This means negative feedback was expressed by client and/or internal Suisse personnel who interacted with the tech.

• (D) Tech late arrivals• This means tech arrived on site more than 15 minutes past expected arrival time (when start time is firm)

• (E) Tech no show = 3 strike rule and grounds for termination• This means tech did not execute SOW on date required by client (service or project related)

• *A 3 strike rule will apply with 3rd offense resulting in change to DNU (Do Not Use) status .

ConclusionThank you for taking the time to view.

Submit work orders and Questions - email to info@suisseassociates.com

Download, review, sign and send documents.http://www.suisseassociates.com/docs/Federal_W-9.pdf

http://www.suisseassociates.com/docs/Independent_Contractor_Agreement_v1.pdfhttp://www.suisseassociates.com/docs/Service_Provider_Agreement_v1.pdf

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