STANDARD OPERATING PROCEDURES
ACCOUNT MANAGEMENT
Purpose: To manage and optimize client subscriptions for internet, phone, and cable services, ensuring they are not overcharged and are subscribed to the most cost-effective plans.
Scope:
Account Management includes procuring the bills for the services the clients want managed, as well as the account logins and information for the vendor, and using that information to manage the account for the client.
All this information is stored in a secure password vault that can only be accessed by the company, Mazarese Grace Company LLC, or the client.
Responsibilities:
The agent or technician assigned to the client is responsible for procuring the vendor information.
Management includes providing the client with the details of their options with the vendors that are available, the vendor they’ve selected, and picking the most efficient ones. Efficiency means providing what the client needs at the lowest possible cost.
Conduct phone calls on behalf of the client to service their account, the equipment they’ve received from the vendor, or negotiate on their behalf to better options already discussed in-person, by phone, email, or text message.
Any changes to the account must be approved by the client in writing via email and sent to aschiavo.mgc@outlook.com. Their signature on the IT Services Agreement also acts as approval for Mazarese Grace Company LLC to make decisions or changes on their behalf for the immediate or future benefit of the client.
Materials/Equipment Needed:
Company cell phone and phone number.
Procedure Steps:
Identify All Vendors:
Gather the name, address, phone number, email, and any contacts the client often works with for each vendor.
Initial Review:
Obtain the client’s recent bills for internet, phone, and cable services.
Review the bills to identify all charges, noting any unfamiliar or recurring fees.
Identify Unnecessary Charges:
Look for equipment rental fees (e.g., router rental) and determine if the client can use their own equipment to save money.
Check for service tiers and identify if the client is subscribed to a higher tier than necessary.
Recommend Cost-Saving Measures:
Suggest the client purchase their own equipment if they are being charged rental fees.
Recommend downgrading to a lower service tier if it meets the client’s needs.
Communicate with Service Providers:
Contact the service provider on behalf of the client to make the necessary changes.
Ensure all changes are reflected in the next billing cycle.
Follow-Up:
Review the client’s next bill to confirm that the changes have been implemented and the client is being charged correctly.
Schedule periodic reviews (e.g., quarterly) to ensure the client continues to receive the best value.
Safety Considerations:
Ensure client account information is kept secure and confidential.
Verify all changes with the client before contacting service providers.
Documentation/Records:
Maintain a record of all changes made to the client’s accounts.
Keep a log of savings achieved for the client.
Review and Approval:
This SOP should be reviewed annually or as needed based on changes in service provider policies.
Approved by: [Your Name/Title]
AUDIO
Purpose: To manage and optimize the sound quality for musicians and music devices, ensuring high-quality audio production for live performances, recordings, and livestreams.
Scope:
This procedure covers the management of audio systems, including troubleshooting sound issues, training users, and installing or replacing audio equipment.
It includes designing a topological map of the audio system, managing input and output signals, and ensuring optimal sound quality in various environments.
Responsibilities:
The agent or technician assigned to the client is responsible for procuring the necessary information about the audio system.
Management includes providing the client with details of their options for improving sound quality, troubleshooting issues, and making necessary adjustments or replacements.
Conduct phone calls or in-person visits to service the audio system, train users, or negotiate on behalf of the client for better equipment or services.
Any changes to the audio system must be approved by the client in writing via email and sent to aschiavo.mgc@outlook.com. Their signature on the Commercial or Residential Services Agreement also acts as approval for Mazarese Grace Company, LLC to make decisions or changes on their behalf for the immediate or future benefit of the client.
Materials/Equipment Needed:
Company cell phone and phone number.
Audio equipment (microphones, mixers, speakers, cables, etc.)
Tools for installation and repair.
Computer with livestreaming software.
Procedure Steps:
Identify All Audio Components:
Gather information about all input devices (microphones, instruments, auxiliary devices) and output devices (speakers, monitors, IEMs).
Create a topological map of the entire audio system, detailing the connections and signal flow from input to output.
Initial Review:
Assess the current sound quality in the building and on the livestream.
Identify any issues such as feedback, unwanted distortion, screeching, or inadequate sound quality.
Troubleshoot and Resolve Issues:
Use the topological map to trace and identify the source of any audio problems.
Adjust the mixer settings (gain, reverb, delay, chorus) to improve sound quality.
Replace faulty equipment, cables, or instruments as needed.
Recommend Improvements:
Suggest upgrades or replacements for outdated or inadequate equipment.
Provide training sessions for users to ensure they can manage the audio system effectively.
Communicate with Clients:
Discuss the identified issues and proposed solutions with the client.
Obtain written approval for any changes or replacements.
Follow-Up:
Review the audio system after changes have been made to ensure the issues have been resolved.
Periodic check-in’s to maintain optimal sound quality.
Safety Considerations:
Ensure all audio equipment is properly grounded and installed to prevent electrical hazards.
Verify all changes with the client before making adjustments to the audio system.
Documentation/Records:
Maintain a record of all changes made to the audio system.
Keep a log of any issues identified and the solutions implemented.
Review and Approval:
This SOP should be reviewed annually or as needed based on changes in audio technology or client requirements.
Approved by: [Your Name/Title]
Computers
Purpose: To manage and optimize computer systems, ensuring they are clean, secure, and running efficiently with the necessary software installed.
Scope:
This procedure covers the management of computer systems, including antivirus, data backup, software installation, remote monitoring and management (RMM), and local or cloud domain services.
Other related services may also be included as needed.
Responsibilities:
The agent or technician assigned to the client is responsible for performing the necessary tasks to maintain and optimize the computer systems.
Management includes providing the client with details of their options for improving computer performance, troubleshooting issues, and making necessary adjustments or replacements.
Any changes to the computer systems must be approved by the client in writing via email and sent to aschiavo.mgc@outlook.com. Their signature on the Commercial or Residential Services Agreement also acts as approval for Mazarese Grace Company, LLC to make decisions or changes on their behalf for the immediate or future benefit of the client.
Materials/Equipment Needed:
Company cell phone and phone number.
Software installation media (USB drives, CDs, etc.)
Tools for hardware and operating system maintenance and repair.
Remote monitoring and management (RMM) software.
Procedure Steps:
Gather Device Inventory:
Collect information about all devices, including desktops, laptops, all-in-ones, virtual machines, servers, towers, and mobile devices.
Obtain login information for Google Workspace, Microsoft accounts, and any other vendor services.
Document device details: brand, operating system, OS version, age or manufacture date, processor, memory (GB), and storage (GB, SSD or HDD).
Configuration:
Determine if devices are domain-joined or workstations.
For non-domain-joined devices, configure each computer with a local “WST” (We Shall Tech!) admin account to manage settings and enhance security.
Secure Devices:
Remove old RMM tools and install the WST RMM tool to allow remote control, antivirus installation, and backup setup.
Run antivirus scans and address any detected threats.
Run Updates:
Perform Windows updates to ensure the operating system is up-to-date.
Run hardware updates to ensure all components are functioning optimally.
Deploy Software:
Install any necessary programs or software not already on the computers that are needed by the business.
Address Issues:
Resolve any issues communicated by the business or its employees.
Note that additional steps may be required depending on the device and network configuration (e.g., addressing unusual slowness or signs of compromise).
Follow-Up:
Review the computer systems after changes have been made to ensure they are running efficiently.
Periodic reviews to maintain optimal performance.
Safety Considerations:
Ensure all computer components are handled with care to avoid damage.
Verify all changes with the client before making adjustments to the computer systems.
Documentation/Records:
Maintain a record of all changes made to the computer systems.
Keep a log of any issues identified and the solutions implemented.
Review and Approval:
This SOP should be reviewed annually or as needed based on changes in technology or client requirements.
Approved by: [Your Name/Title]
Disclaimer:
Hardware replacements are not a regular procedure, task, or function of our IT company but can be done in very specific occasions (e.g., hard drive cloning or battery replacement).