About Your Request.

Choosing to work with us means you are committed to operational excellence, and part of this is effective and collaborative communication.  This puts responsibility on you, and your team, to make requests requests that are clear and sufficiently detailed.  At TechBento we put senior system engineers and architects at your disposal and our customers to share in the workload.  Although we pride ourselves in consistently exceeding service level agremeent time-lines, our expediency is never intended to set future expectations and you should know your company’s service level agreement.

Your organization will comply with TechBento information security requirements, applicable laws, and mutually agreed on policies.

Together we operate under the shared responsibility model and that means we need your collaborative effort to work this issue.  The objective is to help you solve the problem, not solve it for you.  To do that each request is expected to have the following information:

  • State the severity of the issue, with urgent requests affecting the entire business.   This is especially important after-hours as your firm will be billed fo on-call time.

  • Limit scope to a single incident or task.

  • If you are not the technical contact, be sure to copy them on the request.

  • Use the subject field to outline the issue.  In the comments/notes you answer these key questions:

    • What were you doing or trying to accomplish? (include steps we may need to reproduce)

    • What did you expect to happen?  (the anticipated outcome)

    • What actually happened? (the actual event and any error messages or notices you received).

    • What did you do to try to solve it?

  • For urgent but preventable problems, we expect a post-mortem where we collaboratively solve the root cause with the technical contact.

  • Do not re-open issues unless it is relevant to the problem.  Even a simple thank-you can re-open a ticket, so please be mindful.

We believe in tough-love when it comes to managing requests.  That means we track sla-violations.  We are fanatical about our customers, to a point where we rather end a relationship than provide mediocre service.  We cannot supply operational excellence to clients that consistently diverge from established procedures.  Common sla-violations include loss of communication, replying to closed/solved tickets, stacking or otherwise conflating issues.  More easily, anything that is counter-productive to resolution.  SLA-violations always result in additional billable time (can result in on-call or after-hours charges, as well as administrative time spent on managing tickets) and can affect future service delivery.

Here is a reminder about communication channels and how they are used:

  • ZenDesk is the primary tool for incidents, problems, and tasks.  We guarantee attention on a request within established service level agreements and work to close each issue as quickly as possible.   When you open an issue, you are committing to responding promptly and working with us to close the request.

  • Phone calls tend to be disruptive, so we ask you to save them for truly urgent matters that affect the firm, not a single user.  We only answer phones if we are available, and will not interrupt work on an existing request to pick up a call.

  • TeamWork is the primary tool for communication, collaboration, and notes.  There is no time-component to this system and neither party is obligated to answer threads.  We each agree to stay on topic and use appropriate channels (Messages, Notebooks, Comments, etc) to logically organize and manage information.

  • SMS/mobile/direct emails/others channels are unofficial channels and carry little weight in our day-to-day.

Please know that once your request is acknowledged by this message it is in queue to be solved as quickly as possible.  When providing follow-ups please do not start new messages, instead please reply to this thread.  Multiple reports of the same issue will be merged to the newest message and will delay your request.  In other words, always stay on the thread you care about and do not mix requests as it is guaranteed to delay (or annul) requests.

Requests in pending or on-hold status pause all SLAs and do not count towards our stats, but having open issues adds work-load to our teams. Out goal is to solve each issue.

For end-user level issues, during times of activity on your requests your systems may be accessed by our team.  Be sure to save work as we may disrupt the affected user in an effort to solve a problem or complete a request.  If you are working on confidential information, let us know and we’ll request access from you when necessary.

You are part of a team that includes your organization, our staff, and all of our customers.  When we are dealing with you, our attention is entirely yours, but that means others are probably waiting.  This means that your actions undoubtedly affect another person out there in our world.  Mindfulness, empathy, and decisive actions are what keeps the ball moving.  Each of us playing our part contributes to operational excellence and everyone’s shared success.

Thank you!

Shared Responsibility.

Shared support responsibility enables reduced downtime for employees and a lower total footprint for support costs and staff. While we provide infrastructure support services, you and your staff are responsible for the end-user devices and business applications. In areas of overlap, we work collaboratively.  

In the traditional PC environment employees commonly deferred to the IT help desk every time that they encountered an issue because they typically weren’t involved in picking out or setting up their device. Since hardware and software were not always reliable, organizations were more prone to issues and frequent downtime. In contrast, TechBento supports the use of best-in-class hardware and software also ensure that employees have less need to call IT for support, and when they do, a refocused help desk can encourage them to learn and grow on their own.

Leveraging documentation and meaningful support requests, TechBento promotes a user-centric support program. Most importantly, we encourage users to have a shared stake in the process and getting them to investigate issues themselves before they call for help. It also means rethinking how the help desk works. The goal of each support ticket should always be to help users solve their own problems.