IS Helpdesk Structure and Support Policies
Support at glance
The Information Services Helpdesk provides
hardware and software support on school issued
portable computers for faculty, staff and students.
The Information Services Helpdesk may be contacted
any time Faculty, Staff, Students or Parents require
help in resolving a technology related problem.
We guarantee the same response and quality of
support no matter how you contact us. The priorities
we use to resolve technical issues are based on the
severity and business impact of the problem. Our
hours of service are from 7:30 a.m. to 5:00 p.m.
(EST) Monday through Friday with exception of
designated public holidays.
To facilitate support requests IS maintains a
Helpdesk presence at three locations and will have
IS Consultants permanently stationed at those
locations:
- Upper School – Room# U131 – Eric Moore
- Middle School – Room# M228 - Kevin Rokuskie
- Administration Building – Room# A117 – Mike
Roy.
.
Support priorities
All helpdesk requests will be responded to based
on the priority of the issue. If the helpdesk
request can not be resolved immediately it will be
put into the queue and assigned a priority level.
Currently there are 4 defined priorities:
- Priority 1 (emergency)
– This includes the network being down or
unusable partially or entirely. One or more
critical servers are down. Internet connection
is down. A large group of users (more than a
single room) can not conduct business in their
usual way. Massive virus, spyware, worm
infestations that affect most of the business.
The IS Helpdesk guarantees response, assignment
of an engineer and that someone will begin
looking into the case within 10 minutes of
receipt during regular business hours. It may
take up to 30 minutes for a live person to begin
working on a case outside of regular business
hours. Priority 1 cases are immediately
escalated to the senior level support personnel.
Priority 1 cases are troubleshot 24x7x365.
- Priority 2 (high) –
Problems that prevent users from performing
their business in normal fashion. This includes
a user’s workstation/tablet/laptop crashing,
freezing or not being able to be used for any
other reason. A single or small group of users
(limited to the room) are experiencing a problem
that interrupts normal workflow. The IS Helpdesk
guarantees response, assignment of an engineer
and that someone will begin looking into the
case within 20 minutes of receipt during regular
business hours. If the case can not be resolved
within 4 hours, it will be escalated to the
senior level support personnel. Priority 2 cases
usually are not worked on outside of regular
business hours; however exceptions are possible
if business impact is high
- Priority 3 (medium) –
Majority of the issues. Problems with hardware,
software, or printing that are annoying but
don’t prevent end users from conducting business
in their usual way. Urgent software installation
requests. Requests to check computers for virus
or spyware. The IS Helpdesk guarantees response,
assignment to an engineer and that someone will
begin working on the case within 40 minutes of
receipt during regular business hours. If the
case can not be resolved within 2 business days,
it will be escalated to the senior level support
personnel. Priority 3 cases are never worked on
outside of regular business hours.
- Priority 4 (low).
These include technical questions, “How to
issues” in software and hardware, the majority
of the software and hardware installations,
training and education. Most of the equipment
move requests also fit into this category. The
IS Helpdesk guarantees response, assignment to
an engineer and that someone will begin working
on the case within the same day of receipt
during regular business hours. If the case can
not be resolved within 1 week, it will be
escalated to the senior level support personnel.
Priority 4 cases are never worked on outside of
regular business hours.
The status of all cases opened by a user can be
obtained online at:
http://web2.caryacademy.org/footprints
Our goal is to resolve problems in the most
effective and efficient manner possible. The IS
Helpdesk will occasionally conduct customer
satisfaction feedback survey’s upon closing a case.
These survey’s are important in helping the IS
Department maintain, and improve, its service level
to the Cary Academy Community. Please take the time
to complete these surveys and send them back to us.
Cary Academy Repair/Loaner policy.
Repairs and replacement of Tablet PC’s will be
handled during IS Helpdesk hours between 7:30 a.m.
and 5 p.m. Monday - Friday with exception of
designated public holidays.
If it is determined that the Tablet PC needs to
be retained for a period of time or that it needs to
be sent off-campus for repair, a loaner Tablet PC
will be provided at no charge until the Tablet PC is
repaired and returned. To expedite the loaner
process, the School will keep loaner pools in both
the Upper and Middle Schools in addition to the
Administration building. In the event a tablet is
lost please refer to the policy posted at:
http://web1.caryacademy.org/technology/policies/damageloss.htm
Cary Academy Information Services Hardware and
Software Support Policies
Hardware Computer Support
- Only computers issued by Cary Academy are
eligible for hardware and software support.
- We do not support home personal computers.
We may provide limited assistance or
consultation; however we can not assist or
provide advanced help to troubleshoot personal
computer systems.
Hardware Printers/Scanners.
- We officially support network printers and
scanners installed on campus and are owned by
Cary Academy.
- It is a user responsibility to learn how to
find and connect to the closest printer on
campus. Instructions and handouts can be found
at the technology page on the Cary Academy
Intranet website –
http://web1.caryacademy.org/technology
- We provide limited support for installation
and troubleshooting of personal printers and
scanners at home. The device must be certified
with the operating system running on the Tablet
PC and drivers provided.
- The majority of the scanners will be
connected to the kiosk type computer stations on
campus. Students will need to use network mapped
drives or flash memory/jump drives to transfer
scanned images to other locations.
Hardware – Other
- We will provide support on all hardware Cary
Academy owns and provides to students. This
includes, but is not limited to, digital and
video cameras, flash memory sticks/jump drives,
card readers, and various other computer
peripherals.
- We do not support non Cary Academy hardware
outside of basic troubleshooting or connectivity
issues. Instructions on how to setup a basic
home network can be found at the technology page
on the Cary Academy Intranet website :
http://web1.caryacademy.org/homenet/
Software Support
- We will provide support on all school issued
software.
- Users are allowed to install third party,
legally purchased, software for personal use.
However, this software won’t be officially
supported by the IS Helpdesk. We will provide
best effort support. The user must contact the
software vendor for all technical questions
beyond simple troubleshooting.
- We reserve the right to completely wipe out
the content of the local hard drive and re-image
the Tablet PC to its original configuration in
order to solve technical problems. This will be
the last possible action taken and the student
will be notified before the re-image process
takes place. o Students are responsible for
backups of their local hard drives. Students
will have drives mapped to the network server to
facilitate backups. The “Offline folders”
feature can also be used to automate the backup
process. We will provide training workshops and
instructions will be on the Cary Academy
Intranet website at
http://web1.caryacademy.org/technology
- Cary Academy provides each employee and
student with a mailbox and e-mail address. The
e-mail mailbox will be stored on the schools
e-mail server. A copy of the mailbox will also
be created on the local hard drive to allow
offline e-mail access while not connected to the
network.
Support for hardware and software not owned by
Cary Academy
- Support for user owned hardware and software
is limited to basic troubleshooting and
connectivity issues. We will provide best effort
support to help the end user. However, such
problems will always be assigned a low priority
status.
- It is the end users responsibility to ensure
that third-party hardware and software is
compatible with the Cary Academy issued Tablet
PC. Please consult with the IS Helpdesk before
purchasing software or hardware components if
you’re not sure whether they will work on the
Tablet PC.
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