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What happens to my intervals when I have to go to technical support or there is a global issue?

If you have had a technical issue and needed to reach out to technical support, please make sure that you do not release any intervals. First try to swap the intervals but if that option is not available or no one picks up your intervals, please no-show and allow tech support to help you with the issue. Continue to no-show the intervals that are not picked up by swap until tech support closes the ticket and resolves your issue. Tech support will then issue waivers that will cover the missed intervals so it will not affect your Commitment Adherence metric. They will issue additional waivers up to 2 hours prior too if you were unable to service to cover possible time waiting for tech support.

If you have had a technical issue you are told it is a GLOBAL issue, please make sure that you do not release any intervals. First try to swap the intervals but if that option is not available or no one picks up your intervals, please no-show and allow the Global issue to be worked through. If you do not want to wait it out, make sure that your swapped intervals are picked up and that you are in chat during any intervals that do not get picked up otherwise you will not qualify for a waiver. Tech support will issue waivers that will cover the missed intervals so it will not affect your Commitment Adherence metric within 72 business hours. Also, please screenshot chat stating that it is a Global issue for proof in case waivers are not issued.

Please understand that anytime you are in technical support and are not servicing, that is unpaid time. You are only paid when you are servicing the client.

In order to assure that tech and global waivers are issued and to help us to better understand the tech issues you and others are having, please fill out this form:

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