The following page provides general guidelines for Time and Materials calls. T+M calls are handled on a case by case basis, but the following guidelines will apply to most calls.
• A service order must be pre-approved in writing by the customer BEFORE dispatching a technician.
• An email from the customer with “Charges Approved” is an acceptable form of written approval. If the request comes via phone, the customer will need to provide an email or written copy of the request.
• T+M calls are $300 an hour for technician labor, $300 an hour for travel, with a minimum of 1 hour travel and 1 hour on site labor.
• Do not dispatch to any T+M sites with credit hold or overdue invoices without approval from finance.
• The description on the SO must reflect that the charges are estimates, and not actual charges (e.g. “This is an estimate for charges. Any parts required will incur additional charges. Actual travel and labor times may vary”)
• SO header must state “T+M” before the call description, and LN call number must be forwarded to Time & Materials - timeandmaterials@arca.com
• Response times are not guaranteed; technicians will be dispatched as available, with contracted customers taking priority. Estimated arrival time can be provided as requested.
• All parts used will be NEW parts unless only refurbished parts are available.
• Defective part does not need to be returned and belongs to the customer
(No return label from shipping unless requested)
Invoicing (service call completed)
• ARCA Care form must be filled out with time onsite. Labor rates are rounded up by half hour increments.
• Travel time is requested from service provider. (google maps can be used if tech location is known). Travel time is rounded up by half hour increments.
• Shipping costs are provided by shipping
• Service ticket costed in ERP
• Invoice is provided by service provider and verified that the customer has been invoiced
• ARCA PO created and sent to service provider