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Chat Conversation

The Chat conversation below illustrates how the NOC communicates with end user.

Susie requests a callback for a problem with outlook by sending an email to support@RMM-IT.com

Tech : Hi Susie, This is Ronald from RMM IT. I am reaching out regarding your problem with Outlook.

Susie : Hi Ronald. How have you been?

Tech : very well, thank you. How are you?

Susie : I have had better days. Anyways, My outlook keeps throwing a certificate error.

Tech : May I take control of your computer remotely and take a look?

Susie : Sure, What do you need me to do?

Tech : Just give me a minute while I take a look at the error.

Susie: OK.

Tech : I see the problem. I need to gather some more information. It may take me 5 to 10 minutes. I will ping you on chat when I am done.

Susie : That’s fine.

Tech : Hi Susie! I expect it will take me 30 minutes to fix the problem. Do you think I can do this now?

Susie : Hmmm, I am going to away for lunch at 1. DO you wanna get back on my computer at 12:55 and take over?

Tech : Not a problem. I am disconnecting the remote session and I will ping you at 12:55.

Susie : Thank you very much.

Tech : Speak later. Bye.

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