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| QSA ToolWorks Public Feedback Forum > Fee-Based Technical Support > Field Specialist (Supplementers) Plan | You are not logged in. Login or Register. |
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| Author: | Topic: Field Specialist (Supplementers) Plan | |||
Matt Posts: 107 Registered: 2003-02-16  mstrange@mac.com  |
 Posted: Mar 31, 2003 6:26:43 pm    
Field Specialist The Field Specialist program is not a support program: it is designed to provide support to the Administrative User program. Field Specialists are experts who are available to be dispached to a customer site specifically to resolve issues where hands on support is needed. Field Specilists do not participate in database development work: their role is to provide problem resolution and recovery expertise to Administrative Users on an 'as needed' basis. Field Specialists will be expected to respond to emergency situations on very short notice. A Field Specialist goes on site at the express request of Helix Technologies explicitly to deal with an emergency situation. Because time is a key factor, calls are based on geographical proximity. Because Helix Technologies initiates the contact and makes the arrangements, the Field Specialist will have prearranged access to the high level support necessary to quickly resolve customer issues. Field Specialists will be compensated for their time by Helix Technologies at a rate of $75/hour. Field Specialists do not necessarily require a high level of Helix knowledge. They are often troubleshooting a Macintosh hardware/software problem, and likely have little to do with the specific design of the Helix solution they are assisting on. The purpose of their call is to resolve a situation that the normal database administrator can not resolve for one reason or another. A Field Specialist must be conversant in Mac OS and (preferably) Helix terminology in order to quickly communicate with Helix Technologies. A Field Specialist must be a solution developer group member in good standing, a professional Helix developer of note, an Authorized Apple Reseller, or reseller/consultant who can demonstrate Mac OS and network management proficiency. Solution Developers make ideal candidates for this program, but in locations where Helix Technologies has Administrative User contracts and a Solution Developer is not available, efforts should be made to secure an Apple Reseller to fill the role. Field Specialists must agree not to 'headhunt' while they are on a call. They are on site as a Helix Technologies representative, not as a prospector for future contract work. Failure to adhere to this ethic will result in removal from the program. Like a temp program, Administrative Users should communicate first with Helix Technologies if they desire to hire the Field Specialist directly as a Helix consultant.
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