Mechanic Overrides- Key Points

Here are some key points to keep in mind when you are going through a mechanic process with a client. This process is for all Plus and Guardian M9 clients.

CSG hours of operations for Mechanic Assistance:

Monday-Friday 8am Est-6pm Est

• Though CSG is open on Saturdays they are not handling any mechanic processes on Saturday.

General Mechanic assistance information

• All clients can receive the mechanic affidavit form.

• All clients should save receipts from the work/repairs to the vehicle.

• The client may need to share plans of getting mechanic work done with the Monitoring Authority.

• A Mechanic Affidavit will need to be sent along with a Work Order on Mechanic Shop Letterhead

If one of the mechanic assistance methods says YES in the SOP, we let the client or mechanic know that we do offer mechanic assistance. CSG will determine what Mechanic assistance can be given, the Service department does not need to worry about this.

If the state allows mechanic assistance, we are going to inform the client or mechanic that once they send in the mechanic affidavit and work order, they will receive a call with instructions from CSG in 24-48 business hours.

If the state Does Not allow mechanic assistance, we inform the client they should do the following:

• Complete the Mechanic Affidavit form and keep a copy in record for their monitoring authority.

• Keep copies of work orders and receipts

• The client will need to advise the mechanic to blow into the device if they must turn the vehicle on and take all required tests. Or the client will need to stay at the mechanic shop to blow in the device.

A few things to keep in mind

• Mechanic Affidavit assistance cannot be expedited, mechanic must wait 24-48 business hours.

• CSG will never call the client with the mechanic override/bypass instructions.

• If the client or mechanic states that they have sent in the paperwork several times and we still have not received it, check the email that they are sending the paperwork to. Often times people will get the email incorrect and not realize it.

• When the client begins the mechanic assistance process, they should not remove the vehicle from the mechanic shop until the work is done. If the client takes the vehicle away from the mechanic shop or goes to another mechanic shop once a code or bypass has been given CSG may ask the client to submit more paperwork.

Here is what you should consider.

1. Figure out what is the issue that the client is having related to potential vehicle work. (Listen to the client's key words they may be saying)

2. What do you need to do? Has the client already been educated and started the process (If the state allows) or am I introducing this to the client for the first time?

3. Educate or escalate based on the information that the client informed you.

   • Is the client allowed to receive assistance in the state or not?

   • Does the mechanic or client need their issue escalated to CSG?