Additional time taken by a service technician to cycle a system after a repair has been completed to determine if another repair is needed.

see Service Call Fee

A firm, upfront, price for repairs, provided to a service customer before the work is completed, which includes parts and labor.

An orderly evaluation of the customer's system designed to determine the cause(s) of the current problem.

The time spent by a service technician at the customer's location to determine what services and/or repairs are needed.

A description of the equipment after thorough analysis by the technician as to the operating conditions, malfunction or cause of the current problem(s).

When a diagnostic procedure cannot be completed due to the failure of a part that is required for operation of the equipment, the tech must get permission to replace the defective part (after a Repair Fee Presentation) and resume their Diagnostic Procedure.

Repairing a component required to complete the Diagnostic Procedure.

See Service Agreement.

After presenting the price, the customer must give permission to proceed with the repair(s).

A numeric or alpha-numeric designation that is associated with a repair found in a flat rate pricing system.

An amount of money charged to complete a repair task that includes parts and/or labor.

Presenting the repair price to the customer by showing them the price for the repair directly from the QSP price book.

The time required to complete a repair on a customer's system.

A flat-fee charged by a service company that covers the cleaning and inspection of the cusomer's system. Should a customer's system need a repair during the term of the agreement, usually one year, the repair will be discounted by a minimum of 10%.

An amount of money charged by a service company to cover travel time to and from a job site plus the diagnostic time to determine repairs needed on the customer's system. This fee is set by determining a retail dollar value to cover the service company's average travel time and the average time to diagnose a malfunction and determine what is needed to repair the system.

A flat-fee charged by a service company that covers the cleaning and inspection of the cusomer's system. A pre-determined set of repairs is generally covered for a period of one year at no additional fee, should the customer's system need such a repair.