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	Dear APS Bulk Time / Helpdesk Customers
Posted By: On: 23 Feb 2009 05:58 PM

Details During the next couple of weeks, APS is going to be overhauling our ticket system and invoicing system to reflect the most common requested features made by our customers.

Over the course of the last several years APS has been dedicated to providing you great IT services at great prices. During that time we have refined our process of invoicing and added new features to our ticket support system. We feel we can improve this even further. During the next couple of weeks, APS is going to be overhauling our ticket system and invoicing system to reflect the most common requested features made by our customers.

We have found that “support tickets” alone do not transfer well into internal accounting on your end. We agree. Ticketing systems and invoicing systems should be seamless where possible and we have a better solution.

APS will be attaching deduction invoices from your time for *each* ticket submitted or created on our end. Phone requests (call in support issues) will also be done in this manner. We feel this also makes it easier for you to bill your client’s (if need be) for services rendered and know exactly what took place and for how much; all on one ticket.
This will involve nothing more on your end. We will be adding “attachments” at closing time (of each ticket) that contain invoice numbers and amounts deducted from your time.
These changes will take some time. In fact, the switch over to this new system will happen during your renewal process of your time. This is so we don’t lose current track of tickets and time already used in our “dual” ticket system (as it stands now). So these changes will not show up right away.

These invoicing deductions will NOT contain any private information. They will look exactly as current invoices do, however the amount owed section will be 0.00 dollars. For internal company privacy we will not be showing dollars amounts in the “credit” section. Your account manager will have to submit a ticket asking for this information.

Please note that the most current APS rate increase was not implemented because of this new system. The 2009 rate increase was an increase due to the costs APS incurs in supplying IT support. In fact, we are proud to say that even with our first rate increase in over 3 years; we still provide a very competitive service in price and quality. Unlike some other IT services, APS is dedicated in reducing the frequency of rate increases because we do know businesses plan and budget many years down the road.

If for any reason you have questions about our new system please feel free to contact us. We believe this will help your internal accounting departments and smooth out any issues they have trying to pinpoint where invoices should apply.

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