table of contents – samsung washer project (swp)...the initial samsung washer project (swp)...

Confidential of 51 Work Instruction

Table of Contents – Samsung Washer Project

(SWP)

1. Business Requirements .............................................................................................................................. 2

2. Bonus Requirements .................................................................................................................................. 2

3. Parts Replenishment .................................................................................................................................. 3

4. Training and Program Information ............................................................................................................. 4

5. Top Loader Model to Part Kit Reference .................................................................................................... 5

6. Contacts ...................................................................................................................................................... 6

7. Web User Access ........................................................................................................................................ 8

8. Creating Additional Users in the NSA System ............................................................................................ 9

9. Edit a User in the NSA System .................................................................................................................. 10

10. Change a User Password in the NSA System ............................................................................................ 11

11. Initial Service Call Dispatch from NSA ...................................................................................................... 12

12. NSA Service Order .................................................................................................................................... 13

13. Repair Inquiry - Looking Up a Repair in the NSA System ......................................................................... 15

14. Review Open Dispatches in the NSA System ............................................................................................ 16

15. SWP Calendar Dashboard ......................................................................................................................... 17

16. Editing/Adding Availability ....................................................................................................................... 26

17. Reschedule Service Date .......................................................................................................................... 29

18 Logging Customer Communications ......................................................................................................... 33

19 Upload a File or Picture in the NSA System .............................................................................................. 34

20 Completing (Closing out) or Cancelling a SWP Repair in the NSA System ............................................... 36

21 Mobile Website Instruction ...................................................................................................................... 39

22 Billing / Payment ...................................................................................................................................... 44

23 Process Documents and Polices ............................................................................................................... 46

24 Repair Documents / Service Manuals and Triage Help ............................................................................ 47

25 Manage NSA Documents Required for Business Operation .................................................................... 49

26 SWP Picture Requirements ...................................................................................................................... 51


1. Business Requirements

1.1. PAYMENT-The following (2) requirements have to be fulfilled for Payment:

1.1.1. New Picture Requirements – Samsung is requiring three (3) pictures on

completed repairs The pictures required:

1.1.1.1. Model/Serial Number Plate: This requirement has been in place

since the beginning of the program and is unchanged.

1.1.1.2. Installed Repair- Left Side: Picture of the left side hardware installed;

S-Hook, Nut & Bolt or Bracket. See Section 26 for hardware locations.

1.1.1.3. Installed Repair- Right Side: Picture of the right-side hardware

installed; S-Hook, Nut & Bolt or Bracket. See Section 26 for hardware locations.

1.1.2. The 15th character of the unit serial number must be updated in the either the

mobile web-site or the SWP-Close Repair functionality.

1.2. Customers now set their schedule date and the servicer must contact the customer

and either confirm the customers schedule date or reschedule to an agreed upon

service date.

1.3. Please contact Patty Spadafore with questions/direction for background checks,

addendums and paperwork.

1.4. Technicians entering the home must have a current National background check

1.5. Business must have liability insurance.

1.6. Master agreement, addendum, and tax documents must be completed and signed.

1.7. This special project cannot reduce regular service capacity

2. Bonus Requirements

2.1. Bonus- Customer is contacted and the schedule date is confirmed (Confirm Schedule

Date Button) or changed within 2 business days of the dispatch notification, or least

3 documented contact attempts placed in the service order notes.

2.2. Bonus- Repair completed on or before the scheduled date. Preferably from the

customer’s home whenever cell service is available.

2.3. Bonus - Serial number picture and installed hardware pictures are uploaded to the

work order.

2.4. Bonus – We did not need to call or email you to accomplish the other 3 bonus items

2.5. Overall Turn Time. <10 Business days create to close


3. Parts Replenishment

3.1. Email replenishment requests 10 days in advance

3.2. Email the following information to: [email protected]

3.2.1. Subject Line: Replenishment Order

3.2.2. Body of Email:

3.2.2.1. Business Name

3.2.2.2. Contact Persons Name

3.2.2.3. Contact Phone Number

3.2.2.4. Contact Email Address

3.2.2.5. Quantity:

3.2.2.5.1. X Qty: DC82-01097W – S Pin Modification kit (Most Common)

3.2.2.5.2. A Qty: DC82-01097X - Bolt and Nut Modification Kit


4. Training and Program Information

4.1. Training videos, Samsung Washer Model to Part# Cross Reference, Special Tools and

Tool Video, User Guide and other program documents


5. Top Loader Model to Part Kit Reference

Washer Model Style of Kit Part #

WA400PJHDWR/AA "S" Pin DC82-01097W

WA40J3000AW/A2 "S" Pin DC82-01097W

WA422PRHDWR/AA "S" Pin DC82-01097W

WA456DRHDSU/AA "S" Pin DC82-01097W

WA456DRHDWR/AA "S" Pin DC82-01097W

WA45H7000AP/A2 "S" Pin DC82-01097W

WA45H7000AW/A2 "S" Pin DC82-01097W

WA45H7200AP/A2 "S" Pin DC82-01097W

WA45H7200AW/A2 "S" Pin DC82-01097W

WA45K7100AW/A2 Metal Bracket DC82-01097Y


WA476DSHASU/A1 Bolt & Nut DC82-01097X

WA476DSHAWR/A1 Bolt & Nut DC82-01097X

WA484DSHASU/A1 Bolt & Nut DC82-01097X

WA484DSHAWR/A1 Bolt & Nut DC82-01097X

WA48H7400AP/A2 "S" Pin DC82-01097W

WA48H7400AW/A2 "S" Pin DC82-01097W

WA48J7700AW/A2 "S" Pin DC82-01097W

WA48J7770AP/A2 "S" Pin DC82-01097W

WA48J7770AW/A2 "S" Pin DC82-01097W

WA50F9A6DSW/A2 "S" Pin DC82-01097W

WA50F9A7DSP/A2 "S" Pin DC82-01097W


WA50F9A8DSP/A2 "S" Pin DC82-01097W


WA50K8600AV/A2 Metal Bracket DC82-01097Y


WA52J8060AW/A2 "S" Pin DC82-01097W

WA52J8700AP/A2 "S" Pin DC82-01097W

WA52J8700AW/A2 "S" Pin DC82-01097W

WA5451ANP/XAA Bolt & Nut DC82-01097X

WA5451ANW/XAA Bolt & Nut DC82-01097X

WA5471ABP/XAA Bolt & Nut DC82-01097X

WA5471ABW/XAA Bolt & Nut DC82-01097X

WA56H9000AP/A2 Bolt & Nut DC82-01097X

WA56H9000AW/A2 Bolt & Nut DC82-01097X


6. Contacts Position Responsibility Name Email Phone

NSA Call

Center

Scheduling and

Follow-up on

Service Orders

NSA Call

Center 801-503-9814

Samsung

Recall Call

Center

Customer Contact

direct to Samsung Samsung

866-264-5636

(8AM to 10PM

EST, 7 days a

week)

Samsung

Repair Call

Center

Customer to call to

schedule a normal

washer repair

Samsung 800-726-7864

Regional

Manager

Northeast

Daily contact

person.

Escalations, Project

questions, Reports,

billing, etc..

Bob

Garofalo [email protected] 385-282-6000

Regional

Manager

Southeast

Daily contact

person.


questions, Reports,

billing, etc..

Jackie

Garofalo [email protected] 385-259-6434

Regional

Manager

Midwest

Daily contact

person.


questions, Reports,

billing, etc..

Brady

Knight [email protected] 801-208-9859

Regional

Manager

West

Daily contact

person.


questions, Reports,

billing, etc..

Alan

Knight [email protected] 801-208-5533

Administrative

Background checks

and all business

paperwork and

addendums

Patty

Spadafore [email protected] 385-245-2942

NSA System

Support-

Training

Setting-up routes,

provide training

and answer NSA

system questions

Jeff

Frazier [email protected] 385-212-2875

Part

Replenishment

Part Kit

Replenishment NSA [email protected]

Samsung

Washer

Project

Manager

Overall

responsibility for

project

Charles

Chappell [email protected] 801-413-1992

6.1 Regional Manager Map


7. Web User Access

7.1. When your DEPOT is initially created in the NSA system you will be provided with a login

and password.

7.2. To access the NSA System, go to https://nationalservicealliance.com/login.php

7.3. If you do not have a login or have forgotten your login contact NSA at

[email protected] or 385-212-2875

7.4. Once logged into the system you will be presented with a basic overview screen

defaulted to the dashboard view similar to the one displayed below on Screen Shot 1.

Screen Shot1


8. Creating Additional Users in the NSA System

8.1. You can create additional users in the NSA system by selecting the “ADMIN” tab and

selecting “Create New User” as shown below on Screen Shot 37.

Screen Shot 37

8.2. Once selected the “Create Service Facility User” screen as shown below on Screen Shot

38 below.

Screen Shot 38

8.3. Enter all required information, the password must consist of eight or more characters,

and at least one number, and one letter. Special characters are not supported; such

as, &*%$, etc. The password is also case sensitive.

8.4. Select “Create User” to create the new user, with a temporary password.

8.5. When the user logs in for the first time they will have to update their password.


9. Edit a User in the NSA System

9.1. To edit a user, select “Admin” and “Edit Users” as shown above on Screen Shot 37 and

the “Edit Users” screen will be displayed as shown below on Screen Shot 39.

Screen Shot 39

9.2. Select the “User Name” to edit the user as shown below on Screen Shot 40.

Screen Shot 40

9.3. You make uncheck the “Active” box to deactivate the user but retain the information

for future reactivation.

9.4. You may change the user’s first name, last name, and email address. Select “Update”

to apply the changes. You can use the browser back button to return to the previous

screen.

9.5. Select the “Delete User” button to delete the user.


10. Change a User Password in the NSA System

10.1. Note that the primary user password created by NSA must be reset by your NSA client

manager. If you forget the password or want to change the password request the

client manager to reset the password. You will be provided with a temporary password

that will allow you to log in and create a new password.

10.2. All user’s that are created by the primary user can have the password reset by

selecting “Admin”, selecting “Edit Users”, and selecting “Reset” as shown in Screen

Shots 37 and 39 above.

10.3. Once selected the “Set Temporary Password” screen will be displayed as shown on

Screen Shot 41 below.

Screen Shot 41

10.4. Enter a temporary password and select the “Change Password” button.

10.5. Provide the user with the temporary password and direct them to logon and create

a new password.

10.6. The system will require them to create a new password on the first logon to the NSA

system.


11. Initial Service Call Dispatch from NSA

11.1. The initial Samsung Washer Project (SWP) dispatch from NSA will be received as an

email to the email address provided by you and will look similar to Screen Shot 2

below. This will vary based on the client.

Screen Shot 2

11.2. This email alerts you that the dispatch is now in the NSA System, and has been auto-

accepted to your service depot.

11.3. If you are not able to accept the dispatch, please contact your NSA Region Manager

to inform them you will not be able to accept this dispatch.


12. NSA Service Order Access the service order:

12.1. NSA Service Orders are separated in to the following (3) sections:

Screen Shot 10

12.1.1. Service Order Info, Product and Warranty Info and “Tabs”. See Screen Shot 10 above.

12.1.2. Service Order Info; Header information that includes the NSA Service Order#,

Dispatch number, client case#, customer first and last name, scheduled / rescheduled

service date and the date-in (date dispatch is created).

12.1.3. Product and Warranty Info: Model and serial number and date of purchase.

12.1.4. Tabs: This section is where all of the customer, part(s), complaint and comments

(notes) fields, attachments, displayed escalations, email and payment information. The

following tabs are displayed for the Samsung Washer Project (SWP)

12.1.4.1. Money: Not applicable for this project


12.1.4.2. Cust: Customer address, phone and email information. The user can update

these fields.

12.1.4.3. Parts: Not applicable for this project

12.1.4.4. Notes: This is where the customer complaint is located.

12.1.4.5. Files: This is where the user attaches pictures of the Mod/Serial# plate,

damage or any requested documents. Files can be attached on open, close and

even cancelled service orders. The user has to save the electronic copy of the

picture/document to the same device hard drive or LAN that the NSA system is

being accessed on.

12.1.4.5.1. User selects “Files” tab

12.1.4.5.2. User selects “Select File to Upload”

12.1.4.5.3. User navigates to where the electronic copy of the picture/document

is located.

12.1.4.5.4. User selects the file and selects “Open” button

12.1.4.5.5. REQUIRED FIELD: User selects the file “Type” for the picture that is

being uploaded.

12.1.4.5.5.1. Type “Picture-Model Serial Number Plate” is Required for

uploading the Samsung Model/Serial Plate.

12.1.4.5.5.2. Type “Repair – Left Side” is Required for uploading the picture

of the hardware installation on the left side of the unit.

12.1.4.5.5.3. Type “Repair – Right Side” is Required for uploading the

picture of the hardware installation on the right side of the unit.

12.1.4.5.5.4. Other options include for damage. User can select “Misc” for

any not listed picture types.

12.1.4.5.6. User enters Description of picture/document

12.1.4.5.7. User selects “Upload” to attach the file

12.1.4.6. SC Details: ALL the servicer, customer, product, parts and complaint

information on one tab.

12.1.4.7. Escalations: Not used right now for SWP. Allows the servicer to see

Admin/Client Escalations

12.1.4.8. Emails: Servicer can email NSA support. User selects “Create Email to NSA

Support” and record your email as the “Reply to address”.

12.1.4.9. PMT: This is where the billing submittal and claim payment information for

this specific service order is displayed.

12.1.4.10. Communication: This is the similar to the “New Communication” functionality

as in the SWP Scheduling Queue to log a communication (inbound or outbound)


13. Repair Inquiry - Looking Up a Repair in the NSA System

13.1. To look up any repair in the NSA system navigate to Work Order; Repair Inquiry as

shown below on Screen Shot 6.

Screen Shot 6

13.2. Once selected the “Repair Inquiry” screen will be displayed as shown below on

Screen Shot 7.

13.3. Selecting the “Search” button with no changes will display ALL service orders. You

may populate any data fields to narrow the search parameters.

13.4. You can filter the search by selecting the “Master Code” to SWP to narrow the search

data to SWP orders.

13.5. You can filter the search by selecting the “Status” to narrow the search to a specific

status type. Selecting “Open Service Orders” to search for only open service orders.

13.6. All parameters may be selected at the same time; i.e., set “Master Code”, set

“Status”, enter data to search and select the “Search” button.

13.7. When search is completed it will display the specific service order or a list of service

orders that meet the selected criteria.


14. Review Open Dispatches in the NSA System

14.1. You make view all open dispatches in the NSA system by selecting Work Orders; Open

Dispatches as shown on Screen Shot 8 below.

Screen Shot 8

14.2. Select the down arrow to select the “Master Code” from the drop-down list, and

select Master Code “SWP” and “Search”. All open dispatches will be displayed for the

selected vendor as shown below on Screen Shot 8A, and 9A & 9B

Screen Shot 8A

Screen Shot 9A & 9B

14.3. You can select the SO# link to open the service work order to review all details, or

select the “Close Repair” action link to close out the service work order.


15. SWP Calendar Dashboard

15.1. SUCCESS: At the end of the work day there are NO Yellow or Red records on the

dashboard.

15.2. Calendar Dashboard allows user manage new and in process SWP dispatches in a

calendar format. See screen shot 3 below.

15.3. The header section of the calendar is divided into Confirmation/Scheduling of

inbound dispatches and Past Schedule Date (Past Due) service orders.

Screen Shot 3

15.4. Confirmations: Inbound dispatches where the user needs to contact the customer

and confirm the Customers Requested Date or schedule a new service date. The

Confirmation dashboard is divided into Current (BONUS-with-in 48 working hours) and

Past Due (> 48 Working Hours)

15.4.1. Current (Bonus Eligible): Dispatches received, less than 48 hours that need

to have the customer contacted and their requested service date

“Confirmed” or scheduled to a new service date.

15.4.2. Past Due (Outside of Bonus): Dispatches received that are outside of the

initial 48 working hours contact time.

15.4.3 Contact Attempts: Each time the user logs a communication attempt, the

record advances to the next contact attempt. When the user records (4)

contact attempts, unless there is a known valid reason for not contacting

the customer, the user should cancel (VOID) the dispatch in the Work

Orders; SWP-Close Repair functionality

15.4.3.1 1st Attempt

15.4.3.1.1 Yellow: This is the default, where the dispatch is

displayed when it first arrives. There are 0

Communication Attempts on the record and the record


is with-in the 48 Working Hour Bonus time period.

Attempt to contact the customer immediately and

confirm/schedule the customer or log the

communication attempt.

15.4.3.1.2 Red: This is the default, where the dispatch is displayed

when it first arrives. There are 0 Communication

Attempts on the record and the record is OUTSIDE of the

48 Working Hour Bonus time period and NO attempts

have been logged. User should immediately attempt to

contact the customer immediately and confirm/schedule

the customer or log the communication attempt.

15.4.3.2 2nd and 3rd Attempt (Yellow): These are logged additional contact

attempts with-in the 48-working hour window.

15.4.3.3 2nd and 3rd Attempt (Red): These are logged additional contact

attempts OUTSIDE of the 48-working hour window.

15.4.3.4 4th Attempt: User cancels (VOIDS) the dispatch in Work Orders;

SWP-Close Repair functionality. There is no requirement to

communicate the cancellation as Samsung will be notified

systematically of the cancellation and the reason; “Could not

Contact Customer”


15.4.4 Processing Confirmations

15.4.4.1 Select the Hyper-linked CURRENT or PAST DUE number for the

records to view and one of the following two screens will display

15.4.4.2 Select the Hyper-Linked Confirm/Log Comm or Hyper-Linked Case

number to open up the Service Call Request Scheduling Screen.

(see screen shot below)


15.4.4.3 Contact the customer and take one of the following actions (See

Screen Shot Below):

15.4.4.3.1 Confirm Current Schedule: User confirms w/customer

they can be on-site on the requested date and set’s the

service time. Servicer selects this button to confirm the

schedule date

15.4.4.3.2 Change Schedule (See Scheduling Instructions Below):

User selects this button to schedule with the customer a

different service date and time.

15.4.4.3.3 Log Only Communication: If the user is unable to reach

the customer, the user selects the appropriate type

(Phone-Left Message or Phone-No Answer) and selects

the Log Only Communication Button to record the

attempt.

12.4.3.3.3.1: User can also log attempts for emails or text

messages sent.

15.5. Scheduling Functionality.

15.5.1. User selects “Change Schedule” button to set a new scheduled service date

15.5.2. Select Hyper-link on date to schedule to display the availability


15.5.3. Place pointer over the Route to schedule the call to

15.5.4. Confirm information and select “Schedule”


15.6 Past Schedule Date: Service orders that have gone past the scheduled service date and

have not been closed out in the NSA system. See screen shot below

15.6.1 Yesterday: Service Orders past due by 1 day. NOTE: These may be completed

BUT not closed out in the NSA system. User needs to determine if the repair

was done and if not, was the customer notified/is the tech completing today

etc.?

15.6.1.1 Repair Completed: Need to obtain the required pictures and

then close out the repair in the NSA System: Work Orders; SWP-Close

Repair

15.6.1.2 Repair Not Completed: User needs to resolve why the repair

was not completed and contact the customer to reschedule

15.6.2 Aged: Service Orders past due by MORE than 1 day. NOTE: These may be

completed BUT not closed out in the NSA system. User needs to determine if

the repair was done and if not, was the customer notified/is the tech

completing today etc.?

15.6.2.1 Repair Completed: Need to obtain the required pictures and

then close out the repair in the NSA System: Work Orders; SWP-Close

Repair

15.6.2.2 Repair Not Completed: User needs to resolve why the repair

was not completed and contact the customer to reschedule


15.6.3 Contact Attempts: Each time the user logs a communication attempt, the

record advances to the next contact attempt. When the user records (4)

contact attempts, unless there is a known valid reason for not contacting

the customer, the user should cancel (VOID) the dispatch in the Work

Orders; SWP-Close Repair functionality.

15.6.3.1 ~ 1st Attempt

15.6.3.1.1 Yellow: This is the default, where a past due from

yesterday is displayed. There are 0

Communication Attempts on the record.

Determine if the repair was completed and

needs to be closed out or determine why it

was not completed, resolve the issue and

attempt to contact the customer to

reschedule or log a communication

attempt.

15.6.3.1.2 Red: This is where a past due greater than 1 day

from the scheduled date is displayed. Determine

if the repair was completed and needs to be

closed out or determine why it was not

completed, resolve the issue and attempt to

contact the customer to reschedule or log a

communication attempt.

15.6.3.2 ~ 2nd and 3rd Attempt (Red): These are logged

additional contact attempts outside of one business

day

15.6.3.3 ~ 4th Attempt: User cancels (VOIDS) the dispatch in

Work Orders; SWP-Close Repair functionality. There is

no requirement to communicate the cancellation as

Samsung will be notified systematically of the

cancellation and the reason; “Could not Contact

Customer”


15.6.4 Processing Past Dues

15.6.4.1 Select the Hyper-linked YESTERDAY or AGED number for

the records to display records

15.6.4.2 Determine if the repair was done and just needs to be

closed out or the call was missed and once the reason of

missing the call is resolved, contact the customer to

reschedule the service call.

15.6.4.3 User takes one of the following actions (see Screen Shot

Above):

15.6.4.3.1 Close-out the Service Call: Select the “Close”

hyper-link to open the close repair screen. Ensure

the picture is attached or attach the required

mod/serial# picture. Select the appropriate action

and close out the repair to bill.

15.6.4.3.2 Cancel the Service Call: Customer has either

indicated they want to cancel the repair or 3

attempts have been made to contact the

customer. User Selects the “Close” hyper-link and

selects the Action VOID-DO NOT BILL. User selects

the reason and records a comment in the Close

Repair screen.


15.6.4.3.3 Reschedule/Log Communications (See Screen

Shot Below):

15.6.4.3.3.1 Reschedule: User selects this button to

schedule with the customer a rescheduled

service date and time.

15.6.4.3.3.2 Log Only Communication: If the user is

unable to reach the customer, the user

selects the appropriate type (Phone-Left

Message or Phone-No Answer) and selects

the Log Only Communication Button to

record the attempt.

15.6.4.3.3.2.1: User can also log attempts for

emails or text messages sent.


16. Editing/Adding Availability

16.1 The user can either edit an existing date or add availability to a specific calendar date

at any time.

16.1. Servicer will need to know the ROUTE NAME and the number of calls to add.

16.2. NSA System: Go to: Service Calls; Edit Availability

16.3. EDIT a Date:

16.3.1. User selects the route name of the date to edit

16.3.2. User confirms the route name, enters the number of calls for that route for

that date and selects “Update” to add the availability


16.4. ADD a Date: This may be to add a weekend date to the schedule

16.4.1. COPY the Route name you want to add availability too.

16.4.2. “Group” is the default ‘Group Name”. if this name is different you will need

to change the default when adding the new availability record

16.4.3. Select “Add New Availability Record”

16.4.4. User does the following:

16.4.4.1. PASTES the Route Name to the Route Name field (This has to

be an EXACT match)

16.4.4.2. Using the calendar, choose the date to add.

16.4.4.3. Key in the number of calls for that date

16.4.4.4. GROUP NAME: If the route uses the default name “Group”, no

action necessary. If the Route has a different Group names, the user must

key in the routes Group Name. (This has to be an EXACT match)

16.4.4.5. Select “Add Availability” to add the new record


17. Reschedule Service Date

Access the service order:

Screen Shot 11

17.1 Once a service order / case number is opened in the NSA system via repair inquiry, open

dispatches, etc., the default “Work order Information” screen will be displayed as shown

above on Screen Shot 11.

17.2 RESCHEDULE: If circumstances arise that the established service date needs to be

changed, the user MUST update the service order in the NSA system to the new agreed

upon date.

17.3 To update the NSA service order to a new scheduled service date, the user does the

following:

17.3.1 User selects the “RESCHEDULE” button, Screen Shot 11 above.

17.3.2 The “Dispatch Rescheduling” screen will be displayed as shown below on

Screen Shot 12.


Screen Shot 12

17.3.3 Select Reschedule Reason. Record Reschedule Comment if applicable

17.3.4 Select “Reschedule” to choose date.


17.3.5 Select Hyper-link on date to schedule to display the availability

17.3.6 Place pointer over the Route to schedule the call to

17.3.7 Confirm information and select “Schedule”

17.3.8 The successful reschedule message will appear. See Screen Shot 13

below.

Screen Shot 13


17.4 To view the scheduled/rescheduled date, in the 1st section of the service order,

“Service Order Info”, column 4, the entered “Sched Date:” is displayed. See Screen

Shot 14.

Screen Shot 14


18 Logging Customer Communications 18.1 When either the customer call in or the servicer calls out to the customer, a communication

needs to be logged.

18.2 Access the service order by going to Work Orders; Repair Inquiry and enter the search criteria

to find the customers dispatch. See Screen Shot 15 below

Screen Shot 15

18.3 Select the “Add Communication” to record contact. See Screen Shot 15 above.

18.4 To record the contact, record the following – See Screen Shot 15A below:

18.4.1 Select the “Type” of contact.

18.4.2 Select whether the direction is either “Inbound or Outbound”

18.4.3 Record the note of what the contact was about

18.4.4 Select “Add” to record the contact

Screen Shot 15A


19 Upload a File or Picture in the NSA System

19.1 In the NSA system; Go to: Work Orders; Repair Inquiry

19.2 From the Service Order, 3rd section; “Tabs”, Select the “FILES” tab in the middle of the

screen.

19.3 Click “Select File to Upload” as shown in Screen Shot 16 below and browse to the file you

need to attach.

Screen Shot 16

19.4 Browse to the file you want to attached and Click “OPEN” in windows to capture the file.

See Screen Shot 17 below.

Screen Shot 17

19.5 Click the drop-down arrow by “TYPE” and select the file type to save as shown in Screen

Shot 18. Three (3) attachments are required for close-out:

19.5.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial

Number Plate for the system to allow close out

19.5.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system

to allow close out

19.5.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the

system to allow close out


Screen 18

19.6 In the “Description” box enter the description of the file, then click “UPLOAD” to upload

the file into the NSA system. See Screen Shot 19 below

Screen 19

19.7 Once completed the file name and link will be listed on the screen as shown below on

Screen Shot 20. Select the “Upload Time” link to view the attachment.

Screen Shot 20

19.8 If you are uploading “Damaged” pictures, when choosing the ‘Type”, select the picture

location that best describes the picture. Please ensure your NSA Regional Manager is

notified that the damaged pictures are uploaded to the service order.

19.9 If you are not able to upload the needed form or picture, contact your NSA Regional

Manager for assistance.


20 Completing (Closing out) or Cancelling a SWP Repair in the NSA System

20.1 To complete (close out) or cancel a repair in the NSA system, navigate to the Work Orders;

SWP – Close Repair option as shown below on Screen Shot 21.

Screen Shot 21

20.2 Once selected the default “Repair Lookup” screen by vendor will be displayed as shown

below on Screen Shot 22. You can search by any field, or select “Search” with no field

populated, and a list of all open repairs for the vendor will be displayed as shown in Screen

Shot 23

Screen Shot 22

Screen Shot 23


20.3 Select the service order link to open the close repair option as shown below on Screen Shot

24

Screen Shot 24

20.4 Enter the “Run Date” – date the modification was completed.

20.5 Confirm/Edit the Serial number. Ensure the serial number is 15 Characters long. If serial

number is not correct – payment will either be delayed or not paid.

20.6 Select the correct Action:

20.6.1 Repair Successful (Labor Paid): The modification was done and completed

successfully

20.6.2 Attempted-Washer Not Repairable (Labor Paid): Servicer went on site AND

attempted the modification, but was not successfully. Must enter comment

to why it was not successful. This is NOT to be used if you go on-site and

customer no show or the call was cancelled by Samsung.


20.6.3 Void-Do Not Bill: Cancel a service order. User must do the following:

20.6.3.1 Select the Cancel Reason from the Drop Down Box (See Screen Shot

Below)

20.6.3.2 Record a comment in the Comments Field

20.7 Confirm Labor (Note: When Bonus is implements the labor rate will be $50.00 and the

bonus paid on the backend)

20.8 Attachments: Three picture attachments are required; Model/Serial number plate, Repair

Left Side and Repair-Right Side.

20.8.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial

Number Plate for the system to allow close out

20.8.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system

to allow close out

20.8.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the

system to allow close out

20.9 Once all data is verified as correct select the “Submit” button to close and bill or cancel the

service order.


21 Mobile Website Instruction

21.1 Mobile website URL: https://nationalservicealliance.com/mobile

21.2 Mobile web-site functionality:

21.2.1 Search for and review open service orders

21.2.2 Uploading the serial number picture

21.2.3 Completing (Closing out) or Cancelling the service order

21.3 Utilizing the mobile website:

21.3.1 Via an internet browser on their smart phone, the user goes to

https://nationalservicealliance.com/mobile

21.3.2 User enters their NSA user name and their password. See Screen Shot

25 below.

Screen Shot 25


21.3.3 User can search the following methods (See Screen Shot 25A below):

Screen Shot 25A

21.3.3.1 Today’s Calls: User selects “Today’s Calls” to display all

of calls schedule for the today. Repairs are listed in alpha

number order by case number.

21.3.3.2 Tomorrows Calls: User selects “Tomorrows Calls” to

display all of calls schedule for tomorrow. Repairs are listed in

alpha number order by case number.

21.3.3.3 SO Lookup: (Service Order): User can look up All, Open

and Closed SWP repairs. User can search by a single or

multiple criteria:

21.3.3.3.1 SO#: NSA servicer order number

21.3.3.3.2 Case: The Samsung provided case number. This

is the customers reference number

21.3.3.3.3 Last Name: Customers last name

21.3.3.3.4 Zip Code: Customers zip code

21.3.3.3.5 Status: All, Open or Closed service orders


21.3.4 User selects the service order to close. See Screen Shot 25B.

Screen Shot 25B


21.3.5 To close and bill the service order. See Screen Shot 25C below.

21.3.5.1 Confirm serial# (Serial number should be confirmed

PRIOR to starting modification) or edit the serial number to

ensure 15 Characters are in the serial number.

21.3.5.2 Select the correct Action:

21.3.5.2.1 Repair Successful (Labor Paid): The

modification was done and completed

successfully

21.3.5.2.2 Attempted-Washer Not Repairable (Labor

Paid): Servicer went on site AND attempted the

modification, but was not successfully. Must

enter comment to why it was not successful.

This is NOT to be used if you go on-site and

customer no show or the call was cancelled by

Samsung.

21.3.5.2.3 Void-Do Not Bill: Cancel a service order. User

must do the following:

21.3.5.2.3.1 Select the Cancel Reason from

the Drop Down Box (See Screen Shot

Below)

21.3.5.2.3.2 Record a comment in the

Comments Field

21.3.5.3 Select “Add Picture” to start your camera’s phone. And

upload (3) Pictures:

21.3.5.3.1 Model/Serial Number Picture: MUST select

“Type” Picture-Model Serial Number Plate for

the system to allow close out

21.3.5.3.2 Repair – Left Side: MUST select “Type” Repair-

Left Side for the system to allow close out

21.3.5.3.3 Repair – Right Side: MUST select “Type” Repair-

Right Side for the system to allow close out

21.3.5.4 Select “Submit” to Close and Bill the service order


Screen Shot 25C


22 Billing / Payment

22.1 Billing submittal information can be obtained on the PMT tab of the service order. It is

important to note that date submitted information is the date submitted to NSA. The

actual date that NSA submitted to billing to the client may be different.

22.2 Payment information is available in (2) places in the NSA system:

22.2.1 In the Service Order, PMT tab, any payment information is recorded for

the specific service order accessed.

22.2.2 To view all service order payment information, go to; Billing; Third Party

PMT Inquiry. See Screen Shot 26 below

Screen Shot 26

22.2.2.1 Either select SWP (or other client) from the Third Party

drop-down box to view the specific payments or leave the

Third Party drop-down blank to select all payments based on

the criterial entered below.

22.2.2.2 Enter specific criterial and/or date range or leave blank

to search for all payments for the Third Party selected.

22.2.2.3 Change the “View By” radio button to “Service Order

View”.

22.2.2.4 Select “Submit” to display payments based on the Third

Party and Criteria entered. See Screen Shot 27 below.

Screen Shot 27


22.2.2.5 Payments are displayed current at top and oldest at the

bottom. The user can download the payment file to EXCEL by

selecting the “Download as Excel Spreadsheet” button on the

right side of the screen. See screen Shot 28 below.

Screen Shot 28

22.2.3 Payment inquiries should be directed to your NSA Regional Manager


23 Process Documents and Polices

23.1 Documents that provide instructions on how to use the NSA System, program

overviews, policies, guidelines, and required paperwork can be downloaded from the NSA

website by accessing Downloads; NSA Documents, or the desired vendor, as shown below

on Screen Shot 29.

Screen Shot 29

23.2 Once selected a listed of available documents will be displayed as shown below on

Screen Shot 30. Select the desired document and a PDF file will be downloaded.

Screen Shot 30


24 Repair Documents / Service Manuals and Triage Help

24.1 Repair documents, videos and service manuals can be downloaded from the NSA website

by accessing Triage; Repair DOCS / Manuals, as shown below on Screen Shot 31.

Screen Shot 31

24.2 Once selected a selection box will be displayed as shown on Screen Shot 32 below. Click

the drop-down arrow and select the Owner (Mfr) desired; i.e. Samsung Washer Project,

Tempur-Pedic, Enovate, Sharp Commercial Microwave, etc.

Screen Shot 32

24.3 Now select the “Display Documents” button as shown below on Screen Shot 33.


Screen Shot 33

24.4 A list of available documents and videos will be displayed as shown below on Screen Shot

34. Select the desired manual and a PDF file will be download.

Screen Shot 34

24.5 If you are not able to locate the desired manual, please contact your NSA Regional Manager

for additional assistance.


25 Manage NSA Documents Required for Business Operation

25.1 To review all documents required for business select Admin; Document Management, as

shown below on Screen Shot 35.

Screen Shot 35

25.2 All required documents can be downloaded from the NSA system by going to: Downloads;

NSA Documents and downing the appropriate “Doc Review” document

25.3 Once selected a list of all documents you have on file will be displayed with dates. Any

document with a RED date is in need of updating.

25.4 Servicer must sign the Samsung Washer Addendum via DocuSign. See Patty in contacts for

details.

25.5 ALL Servicers MUST have the following current Documents:

25.5.1 Background Check; PlusOne or CheckR preferred. Any other type of

background check MUST be submitted to NSA for review and either

acceptance or to instruct the servicer to go to CheckR for their

background check.

2.5.1.1 CheckR: NSA will pay for your first background check and only

ask to be reimbursed if we dispatch more than 12 repairs to you within

a 12-month period. This means there is no risk or reason for delay. The

$40 cost will only be deducted from your account with us if we provide

ample opportunity to you. To use this service, simply follow the link

below and notify us when complete.

• CheckR Link:

https://checkr.com/apply/nationalservicealliance/8be37bbf3ece


2.5.1.2 PlusOne: If you want to pay for a widely accepted PlusOne

background check or if you already have a PlusOne account. PlusOne is

accepted by many other companies in the service industry, and many

providers in our network use this service. The cost for this premium

service is $69.99 and is paid directly to PlusOne by you. The link for this

service is

• PlusOne Link: https://screeningsplus.plus1solutions.net/nati841213928/

*** If you are a member of PlusOne already please contact Patty Spadafore at

[email protected] and she will work w/you to connect your PlusOne

account to NSA.

25.5.2 Insurance: Servicer must have current commercial liability insurance

and provide a COI w/National Service Alliance, 6762 South 1300 East,

Salt Lake City, UT 84121 as the certificate holder.

25.5.3 W9 – Completed and signed. Please ensure the “Name Shown on Your

Income Tax Return” is the same name on the SS# or EIN number

recorded as the Tax ID Number.

25.5.4 Sales Tax Form: Please provide your sales tax-exempt ID so NSA and

client are not responsible for state part sales tax on parts provided to

you by the client. If no Sales Tax ID is required in your state, please write

“Not Required” in the body of the form sign, date and return to NSA. If

a Sales Tax-Exempt number is required AND your state is NOT listed.

Please write your state name and the sales tax-exempt number in the

body of the form and sign, date and return to NSA.

25.5.5 Electronic Fund Transfer (EFT): NSA can only deposit INTO and cannot

withdraw FROM your bank account. Please provide a voided business

check so the routing and account number can be entered to pay you

labor and if applicable parts and special charges by EFT.

25.5.6 NSA Master Agreement: Please sign and date and return page 1 with

the business name information and page 6, the signature/date page to

NSA


26 SWP Picture Requirements

26.1 Effective January 9, 2017

26.2 Three Pictures required for Closing out on the mobile site and in Work Orders; SWP Close

Repair. (See Pictures)

26.2.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial Number

Plate for the system to allow close out

26.2.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system to allow

close out

26.2.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the system to allow

close out

Picture of Nut & Bolt repair Picture of S hook repair Picture of Bracket repair

Picture taken from the Picture taken either top down Picture taken as a “selfie”

underside of the washer lid or from the side. Similar to model serial plate