How To Operate Starmatic, Swap Intervals, Submit Waivers & Respond To Tech Issues?

1) What is CA & How is it affected?

CA% (Commitment Adherence) is the time logged in by CSP’s as a percentage of the posted intervals, taking into account the intervals released within the 48-hour lockdown period.

Your CA is affected in the following ways:

  1. Releasing intervals inside lockdown

  2. Logging in late to an interval

  3. Logging out early from an interval

  4. Logging out during an interval

  5. Not showing up for an interval

 

2) How to Schedule in Starmatic?

See other video tutorials

 

3) What are the rules to swap & release?

There are 2 lockdown periods that you need to be aware of.  Make sure you are following these rules to ensure your CA is not affected.  For more information on this topic click on the SWAP button:

  1. 48 Hour Release Rule - so long as you are outside 48 hours of your interval, you can safely Release. Once you are inside 48 hours, ALWAYS CHOOSE SWAP first as most times someone else will pick up your interval from the swap.  Please note that you must ensure your interval(s) are picked up from swap otherwise you are responsible to service that interval.  If you are unable to serve, you will have to take it off Swap then choose to Release.  

  2. 2 Hour Swap Rule - Once you are within 2 hours of the start of your interval, you will no longer be able to swap.  Although the option is still there, it won't accept which will leave you with the option to Release only.

Note:  If you Release an Interval inside Lockdown, your Commitment Adherence (CA%) will be affected.  If you do not release and are unable to service it will be counted as a No Show which may result in a Business Alert (B.A) from Arise.  Avoid No Shows.

4. What to do when I have a technical issue or am not able to service?

5. What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: https://starmatic.arise.com/mobile

  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

6. My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.

If you notice that 3 or more consecutive days are reporting no-show data, please contact Partner Support and open an incident to have your issue researched.

For more information about how to Swap & Release from ARISE, click HERE

See more SWAP FAQ's

 

4) What to do when I have a technical issue before or while servicing?

If you are experiencing a technical issue involving the VPN and/or a client application, you MUST visit Arise Tech Support Chat for assistance.  They will provide you with an INC# to log your issue.  Always get an INC# before or after your intervals so you can submit a waiver. WIthout a waiver, your CA will begin to drop.

* If you are scheduled to service, we recommend that you release your intervals as you go.  This means if you're scheduled to service at 1pm - 2pm, release the 1 pm interval at 12:50 if you are still waiting on tech support to assist you.  If you are still with tech support at 1:20, you can release the 1:30 interval.  Do not release the 1:30 interval at 12:50 just in case tech support fixes the issue and you would be able to service at 1:30.  Also, if you release too far ahead, you may not be approved for a Waiver for those intervals as they would say the issue was fixed before then.  By releasing last 10 minutes it allows other CSPs the opportunity to pick those intervals up and service them.  Make a post in your respective Glip room for your client to advise everyone of the intervals your releasing. 

You ABSOLUTELY MUST submit Waiver within 24 hours of receiving this INC# in order for any intervals you released and/or were unable to service as a result of this issue.  If you do not do this, your CA will be hit.

If your technical issue is a 'personal' issue such as your internet isn't working, your home phone or power is out, unfortunately, Arise will not approve a Waiver

 

5) When Are Waivers Issued/Approved:

Please note that waivers are issued for matters related to the Arise platform or a Client’s system only. Personal issues, such as illness, family matters, inclement weather in your area, local power or internet outages, equipment issues or mistakes in servicing incorrect intervals will not be covered by waivers. It takes Arise 3 days to review and respond to waivers.

Global Presence Solutions or Arise does not pay for incidents caused by personal issues as described above.

 

6) How to Submit a Waiver: 

 

 

  1. Log onto the Arise Portal

  2. Hover over Support on the top menu bar and select Incident Status

  3. Login using your Portal Login & Password (note if this does not work, you will have to reset your Portal password by going to your Profile).

  4. On the left of the screen select Report an Incident

  5. Enter your CSP ID or your Name 

  6. Enter your client name (Reliance Home Comfort, Intuit or Interval International)
  7. Select Category: Waiver Request

  8. Enter your INC# in the Technical Support Incident Number field (including the "INC")

  9. If your SOW shows "CERT" (typically for RHC CSPs in their first month), choose Certification SOW otherwise choose Production.

  10. Select Date of Missed Intervals

  11. Enter time for missed/released interval(s), list all including AM or PM & the time zone.

 

7) What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: https://starmatic.arise.com/mobile

  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

 

8) My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.
If you notice that 3 or more consecutive days are reporting no-show data, please contact Partner Support and open an incident to have your issue researched.

 

9) What is the STAR Incentive Program? 

In addition to the Base Service Revenue, you may earn additional revenue by meeting the Performance Requirements applicable to the number of Stars earned.  Refer to the SOW Requirements table on the Pre-Select page on how to earn stars.

 

OTHER:

Published in Workers Support
Saturday, 13 May 2017 11:37

What are the rules to swap & release?

There are 2 lockdow periods that you need to be aware of.  Make sure you are following these rules to ensure your CA is not affected.  For more information on this topic click on the SWAP button:

  1. 48 Hour Release Rule - so long as you are outside 48 hours of your interval, you can safely Release. Once you are inside 48 hours, ALWAYS choose Swap first as most times someone else will pick up your interval from swap.  Please note that you must ensure your interval(s) are picked up from swap otherwise you are responsible to service that interval.  If you are unable to service, you will have to take it off Swap then choose to Release.  

  2. 2 Hour Swap Rule - Once you are within 2 hours of the start of your interval, you will no longer be able to swap.  Although the option is still there, it won't accept which will leave you with the option to Release only.

 

Note:  If you Release an Interval inside Lockdown, your Commitment Adherence (CA%) will be affected.  If you do not release and are unable to service it will be counted as a No Show which may result in a Business Alert (B.A) from Arise.  Avoid No Shows.

4. What to do when I have a technical issue or am not able to service?

5. What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: https://starmatic.arise.com/mobile

  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

6. My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.
If you notice that 3 or more consecutive days are reporting no show data, please contact Partner Support and open an incident to have your issue researched.

For more information about how to Swap & Release from ARISE, click HERE

Published in Workers Support
Saturday, 13 May 2017 11:34

What is CA & How is it affected?

CA% (Commitment Adherence) is the time logged in by CSP’s as a percentage of the posted intervals, taking into account the intervals released within the 48-hour lockdown period.

Your CA is affected in the following ways:

  1. Releasing intervals inside lockdown

  2. Logging in late to an interval

  3. Logging out early from an interval

  4. Logging out during an interval

  5. Not showing up for an interval

Published in Workers Support