When submitting a service request, determining the priority of the request becomes crucial to minimize disruptions and keep your business running efficiently.
Here's a guide to help you understand and establish the priority levels for service requests in your restaurant.
NOTE: "Regular business hours" for service providers refers to 9AM - 5PM, Monday thru Friday. Regular rates apply during regular business hours.
Most providers charge overtime rates (OT) for calls after 5PM, on the weekends, or if they're asked to rearrange their schedule to prioritize a call.
Emergency Priority
Criteria:
Asset is critical for business operations
The location may shut down if the issue isn’t resolved ASAP.
Overtime (OT) is approved to get a vendor on site ASAP.
Whether it's a kitchen shutdown or any critical asset that jeopardizes the success of your restaurant, immediate resolution is imperative. Emergencies are for the first available service, OT approved.
High Priority
Criteria:
Asset causes major business disruptions when down.
Regular rates for the first available technician only
OT is not approved.
Assets classified as high priority are essential for your business but might not pose an immediate threat of closure. However, their malfunction could disrupt operations and impact customer satisfaction. High priority indicates needing first available service at regular rates.
Medium Priority
Criteria:
Asset causes minor business disruptions when down
Can wait a few days until the issue is addressed
Regular rates apply
Assets falling under medium priority are necessary but don't have an immediate impact on daily operations. Work arounds are available. These requests need to be addressed within a timeframe of 48-72 hours.
Low Priority
Criteria:
Asset causes no disruptions when down
Service isn’t required right away
Assets with low priority are non-critical and can afford a delayed resolution. These requests can be bundled with others to optimize service efficiency.