Introduction

• Installations and transfers of service notifications
   
  • Customers are sent one notification:
     
    • If work order is entered after 8 pm and before noon the next day - notification is sent at noon
    
    
    • If work order is entered after noon and before 8 pm - notification is sent at 8 pm
    
    
    • For example, if a trouble call is scheduled at 8:45 am, the customer receives the appointment reminder at 10:00 am
• Trouble calls:
   
  • Customers are sent one notification based on when the TC is entered
  
  
  • They are sent every 2 hours beginning at 8 am and ending at 8 pm
  
  
   
• We do not send reminders in these instances:
   
  • When there is no preferred email address on the account
     
    • Exception: appointment receipts are sent to the email address entered into the tech's handheld device, if different than the preferred email address
    
    
     
  • Same day installs, TC's and reschedules
  
  
  • Service Changes
  
  
  • Requested disconnects
  
  
  • Auto pay changes made in ICOMS / BOLT
  
  
  • If preferred email address was added / changed when the work order was scheduled. (The preferred email does not update in the system until the next morning)
  
  
  • When payment is made at the local office or when a payment is mailed to the payment address
  
  
   

• Appointment receipts are sent via email

  • We do not have paper receipts; after an installation, upgrade or trouble call is completed, the techs asks customer if they want an email receipt
  
  
  • If yes, the tech asks the customer to enter the email address in their handheld device
     
    • If an existing email address is visible, the tech asks the customer if it is still valid
    
    
    • If not, the tech allows the customer to enter a new email address to send the receipt to
    
    
     

Resolution Steps

Note:  These triggered/transactional emails from company internal systems end in @astound.com may be FROM:  Astound Broadband powered by [Brand]

If an email notification is not received / sent in error:

• Verify a change that prompts a notification letter / email occurred; check work orders, collection information, etc.
   
• Note: Customers receive notification regarding the original service order placed
   
• Subsequent order changes are not sent in the appointment reminder email
   
• If information is correct and notification was not received / sent in error, enter a Service Now Ticket ( ICOMS Systems Issues )

Internal Information

For information on text message reminders: SMS Text Messages for Residential Customers