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.
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.