Worldwide On-Site "Break-Fix" Services for Enterprises

Sending a Dispatch Request

There are three ways to request a field service call (dispatch) from Contingent:

1. Via Contingent Web Site: Please go to http://www.contingent.com/dispatch then fill out the Dispatch Request form and submit. You will receive a confirmation email indicating the request was received. A Contingent Customer Care Agent (CCA) will contact you via email or telephone to provide relevant information regarding progress in covering the dispatch. If at any time you would like to contact the CCA by telephone, please dial (800) 506-9609 and press "1" when prompted. After hours, this call will be routed through our Customer Care Center who will then contact the CCA assigned to your request. The CCA shall create an internal Contingent trouble ticket based upon the information contained in the request and reply in writing with that ticket number.
2. Via Standard Email: Please send an e-mail with all pertinent information to our dispatch team at dispatch@contingent.com. You will receive a confirmation email indicating the request was received. A CCA will contact you via email or telephone to provide relevant information regarding progress in covering the call. If at any time you would like to contact dispatch by telephone, please dial (800) 506-9609 and press "1" when prompted. After hours, this call will be routed through our Customer Care Center who will then contact the CCA assigned to your request. The CCA shall create an internal Contingent trouble ticket based upon the information contained in the request and reply in writing with that ticket number.
3. Via Telephone: Please dial (800) 506-9609 and press "1" when prompted. This will route you to a CCA. After hours, this call will be routed through our Customer Care Center who will then assign a CCA to your request. The CCA will then contact you via email and telephone. The CCA shall create an internal Contingent trouble ticket based upon the information contained in the request and reply in writing with that ticket number.

Assigning Criticality

There are five (5) levels of priority or what we call "criticality" and each can be requested during or after regular business hours. In lieu of the following, just telling us exactly when we should arrive will automatically assign a criticality to your request. Regular business hours are considered 8:00AM through 5:00PM of the affected site.

Criticality is defined as below:

• Criticality 1 (2 Hours On-Site) - Emergency A problem that is determined by Client to require immediate response.
• Criticality 2 (4 Hours On-Site) - Major A problem that prevents the End-Users ability to access the network. The network, in whole or in part, is “down?and is considered inoperable. Client or Client’s Customers are unable to communicate on the network by either primary or backup means.
• Criticality 3 (Same Day On-Site) - Minor A minor problem that slightly impacts the End-Users ability to access the network. The problem may be intermittent in nature. End-Users have not been hampered by an apparent failure, but rather an inconvenience without a need for fast resolution.
• Criticality 4 (Next Day On-Site) - Routine A minor problem that does not impact the End-Users ability to access the network. The problem may be intermittent in nature. This criticality would also apply to questions and/or manners of general consultation.
• Criticality 5 (2nd Day On-Site) - Scheduled Same as level 4 only with more than 48 hours notice.

Click here for NetMedX Pricing.

Pricing (please click here for NetMedX Rates)

With NetMedX you have a variety of pricing options. We have tailored our NetMedX offering to fit specific needs of the Client. For example, if the repair work is highly unpredictable in scope, frequency, time of day and expected time to repair then NetMedX Standard (Red) is for you. If the repairs needed are like those described above except can be routinely completed in less than an hour then NetMedX Copper is a good fit. If you have a steady volume of repair dispatches and you are okay with paying up front for a big discount then NetMedX Silver is a match. Maybe budget predictability is the most important thing to you and if so then you are interested in a true comprehensive maintenance plan for your network then try NetMedX Gold. NetMedX Gold is a progressive maintenance and repair service that reduces your total cost of ownership, covers pathway and endpoints and includes Service Level Guarantees. Pricing for NetMedX Gold is established to fit your exact needs so please contact us at sales@contingent.com to get a quote.

Controlled Access Dispatch

Often our Clients want to control who within their organization can make a dispatch request so we created a login option that requires a password. If a request is received from an employee or person through the public dispatch request form but they are not on the approved list, Contingent will verify by telephone with Client management that this request is authorized. To set this up simply contact your Business Development Manager or any of our friendly staff.

• Click here for Controlled Access Dispatch request

Client Responsibilities

There are a few things that the Client needs to do to ensure that Contingent can expedite the entire process. These things include notification of site personnel that a Contingent Field Technician/Engineer will be arriving on-site (or allowing us to notify on your behalf) to perform troubleshooting and repair services, ensure open access to the site in order that problems are expeditiously resolved, inform Contingent of all environmental factors affecting a site (i.e., asbestos and other hazardous materials, unexposed high voltage wiring, etc.) and notify Contingent as soon as possible when a cancellation is required. Contingent understands that situations in the field tend to be very “fluid" In a matter of minutes, you may experience a change in status of your problem and possibly even repair it without our support. These are fortunate outcomes however, if you must cancel a dispatch you may incur a cancellation fee of $50 plus travel and onsite time per event. If the cancellation comes within 15 minutes of the original dispatch request, this fee will not apply.

Frequently Referenced Terms

Principal Period of Service (PPS)

Contingent shall provide Field Maintenance Service seven (7) days per week, 365 days per year. However, the time of day and day of week a Dispatch Request is received affects On-Site Response time and price. Principal Period of Service (PPS) is defined as Monday ?Friday, 8:00 A.M. to 5:00 P.M., Local (Affected Site) Time.

Dispatch Request Response Time

This is the time it takes Customer Care Agent (CCA) to acknowledge receipt of Dispatch Request. The Contingent Customer Care Center, manned by the assigned CCA(s), will be on a 2-hour response time regardless of criticality or time of day.

On Site Response Time

This is the time it takes to get Field Technician/Engineer to the affected site. On site response time is the time between (1) the earlier of (a) when the CCA dispatches a Field Technician to an affected site and (b) 2 hours after the initial call is made to Contingent’s Customer Care Center (the earlier of (a) and (b) of this clause shall be deemed the “Onsite Response Time Measurement Point? and (2) when the Field Technician actually arrives on site. Two factors affect response time: 1) call criticality, and 2) distance from the affected site to the nearest available Field Technician/Engineer with the proper skills to resolve the problem

Dispatch Monitoring

Throughout the performance of the dispatch, the CCA will be available to the Client to answer questions regarding the progress of the dispatched resources.

Technical Escalation

The Client shall have direct access to the Field Technician/Engineer upon request for on-site direction and assistance with technical issues and questions. The CCA shall facilitate technical assistance at the request of the Client. However, it is Contingent’s policy to resolve issues to the extent possible without contacting the Client during the process.

Parts Replacement Assistance

The CCA shall act as an intermediary between the Client and the Field Technician/Engineer for replacement product selection and purchase. The CCA shall recommend parts/product replacement alternatives that are mutually acceptable to both parties when an exact replacement is not available at that time.

Call Closure

The Field Technician/Engineer shall contact the CCA to confirm repair and if the dispatch was requested by the Client, then the CCA will request a release from the site by the Client unless otherwise instructed. The Client will send an email notification to the CCA verifying that release was granted and the time that it occurred. The CCA shall close the internal trouble ticket by documenting the release.

Dispatch Service Levels

Contingent holds itself to a very strict level of quality in everything we do. As part of our Lifetime Workmanship Warranty, if at any time you are dissatisfied with the work we do, you do not pay. If we are late arriving at an affected site, your rate is automatically discounted to the rate associated with the next most urgent criticality. If we do not respond to your request within the allotted 2 hour response time, you will receive a 10% discount on that request.