Charges associated with Remote Service Technology may be waived for only the following reasons:
Remote Service Technology (RST) is a service feature included in many contracts to enable remote monitoring and management of devices. Fees for RST may vary based on contract terms and configurations.
SLG/GPO Opportunities - fees are not allowed by contract
"One off" adds to an existing fleet - (cannot charge for one new device when existing fleet is not being charged
Demo/Trial Units - devices are temporary
If a master agreement does not allow RST charges, the fees may still appear until an exception is approved.
❌ All other exceptions will be rejected and audited.
📨 Requests are routed by region:
XBS Central & Midwest → Joe Hafey
XBS Mid-Atlantic & Northeast → Kathy DiMaggio
XBS Southeast → Beth Thomas
XBS Southwest → Blake Lingruen
XBS West → William Mello
👥 Support Approvers:
Central, Mid-Atlantic, Midwest, Northeast, Southeast:
Joe Hafey | Kathy DiMaggio | Kim Budde | Shannon Davis | Heather Berline | Beth Thomas | Randy Baril
-Southwest & West:
Kiesha Brown | William Mello | Blake Lingruen | Ezequiel Bardas
To submit a Request from an eligible proposal:
In Contracts > Service or MPS Tab > CONTRACT SETUP, click "Request Remote Tech Exception"
In the text box of the Request, clearly explain the reason this qualifies for an exception and hit "Submit Request":
You can also request the remote tech exception by going to requests, click "New Request" and then "Request Remote Tech Exception".