Online Computer Support Policy
Our primary mission is to support customer’s desktop computers. Support is also provided for printers, laptops, hand-held computing devices, and peripheral devices such as scanners, zip drives, and modems. The support services described in this document are provided by experienced support technicians of IT Solutions who work with customers to ensure that their computer equipment is properly maintained and performing reliably.
The basic desktop support policy is to support all computer-related equipment. However, the enormous variety of this equipment makes it impossible to deliver the same level of service for all devices Every effort is made to respond to all requests for help but the level of support may be limited for some computers and peripherals, depending on their hardware configuration, software configuration, function, age or other factors. The IT Solution's approach is to take a proactive role and work with the customers to make sure that the equipment under support is supportable and ensure, through proper maintenance, that it continues to function reliably for its expected life span. An important part of this approach is to work with customer to plan for a realistic replacement cycle to eliminate unreliable and obsolete equipment before it becomes a liability.
The area that follows explains in detail the scope of the coverage provided. It includes the following main aspects of support:
- Definition of Full Support
- Support Methodology - How support services are delivered
- Request Procedure - How to report problems and get assistance
- Desktop Backup
- Supported Hardware
- Supported Software
- Special Support
- Power Management Initiatives
Scope of Service
Definition of Full Support
Full support for computers, printers, and software includes the following:
- Installation and setup.
- Customization for the user
- Upgrades as required.
- Diagnosis and correction of reported problems of hardware & software
Requests for hardware upgrades will be evaluated to determine if they are appropriate and recommendations will be made.
Each tech expert is assigned to a specific group of customers. They evaluate, prioritize, and respond to all requests for assistance in the areas for which they are responsible. Once a request is received, a representative will respond either by phone, by email.
- Requests are handled during normal working hours, Monday through Friday.
- Requests will be prioritized according to urgency . Computer viruses are given high priority because of their destructive potential and ability to infect other computers. Requests of approximately the same urgency will be handled on a first-come-first-served basis.
- The expert will utilize remote control tools when appropriate to provide quick problem resolution (the user's permission is required for remote control access).
- The requestor will be notified via email when the request is considered complete. If the requestor indicates that problems still exist or that additional assistance is needed in this matter, the expert will continue working on the problem until both parties are satisfied. If new, unrelated problems have occurred, the user should submit a new request.
All requests/complains can be logged into by email:firstname.lastname@example.org. the request mail will be replied with service schedule within24 hours of receipt of customers request.
The Desktop Support Specialist who is performing the data transfer or configuration will have discretion in identifying personal data. By default, only the local C: drive or the primary Hard Drive will be backed up. Users requiring additional volumes or external drives that contain data to be backed up must specifically request this from their Desktop Support Specialist. Additionally, as a general guideline, files in My Pictures and My Music, including iTunes, will not be included in nightly backups nor will this data be transferred to a new hard drive. Users will assume responsibility for this transfer should it be desired.
Full support is provided for desktop computers under specified different support agreement and incidence plan.
Set-up of New Computers: Full support for new equipment includes pre-configuration of all hardware and software on-site set-up through telephonic and remote support. The specialist will make certain that the new machine is fully functional and that the user can access any resources (via the network or the Internet) that are needed to perform job responsibilities..
Service to Existing Computers: A expert will respond to all requests for assistance and evaluate the nature of the problem. Most problems can be corrected through remote support, including software installation, upgrades, or re-configuration. In more complex cases, the specialist may consult with network support or server support staff, or other technical specialists to fully diagnose the problem and determine if the cause is within the computer or caused by external factors..
Full support is provided for printers . The expert will attempt to resolve problems with non-networked or special-function printers, but cannot guarantee results.
Other Hardware Devices
Our expert provide support for any special-function equipment such as scanners, modems, CD Burners, DVD Players, etc.
As with hardware, when the software installed on a computer is out of date, servicing it becomes more difficult and time consuming. Beyond a certain point, technical assistance can no longer be obtained from vendors, compatibility problems arise, and familiarity of the expert with the software diminishes. For this reason, there are also minimum supportability standards for computer operating systems and commercial software.
we support all current versions of Microsoft Windows operating systems..
In order to comply with software licensing regulations, a expert will install only legally licensed software, freeware, or shareware.
As software companies release newer versions of software, the old versions eventually become obsolete for the following reasons:
- The software vendor no longer offers technical support for problems encountered
- The files or documents created by the software may be in a format no longer recognized by current software, making them un-sharable
- The original disks from which the software was installed may have been lost and can no longer be replaced
- The software will no longer run under current computer operating systems
The it solutions group does not support software that falls into these categories. If a user needs assistance with such software, the expert will recommend a currently supported software package that will perform the required functions and assist the user in making the transition to the new software.