Click the link and follow the simple instructions. Choose a password and you re all set!

Transcription

1 Welcome to 501tech! Please keep a eye out for a that will request that you verify your account. Below are screenshots of what that will look like. You will need to finish the setup in order to open tickets for your IT needs. Click the link and follow the simple instructions Choose a password and you re all set!

2 YOUR Mission is OUR mission The more money we can save you, the more lives you can touch 501tech is a donor funded NOT FOR PROFIT technology support organization serving Oklahoma nonprofits. Approximately 50% of our operating budget comes from the same funders who may be generously supporting your organization. Because our clients only bare 50% of our costs, this allows you to touch more lives. This approach requires that our services be highly efficient. Here is a quick overview of our approach and the implications for our clients and our staff. SERVICE DESK OVERVIEW The most effective service request process occurs when the client and the technician partner together to resolve a problem. The purpose of any service desk is to streamline the dialogue between you and the technician. It also provides a fully transparent measurement of performance for the partnership. Cooperation ultimately determines the effectiveness of the service. Once a ticket is open, you will be automatically notified by of any status changes or requests for additional information. You can respond to any requests by simply replying to the ticket status via . All interactions are captured within the ticket history, nothing can be erased from the work log and thus remains a permanent record of performance for that particular ticket. THE CLIENT / TECHNICIAN PROTOCOL The 501tech staff can resolve most service requests remotely. With the client s assistance, this is possible for 60% to 70% of tickets, if needed our 501tech staff will attempt to get any additional information through the service desk software. There are times where the simplest and quickest way to exchange the needed information is by phone. Though our 501tech staff is focused on efficiency, we will make every attempt to schedule a time to talk that is convenient for you. Each ticket is automatically assigned a priority and due date based on the type of service request chosen by the client. These due dates are based on the service level agreements contained in the Service Agreement executed with the client organization. There are four priorities: 1) STANDARD service requests will be resolved within 5 business days. 2) MEDIUM service requests will be resolved within 3 business days. 3) HIGH service requests will be resolved within 2 days. 4) URGENT service requests will be resolved within 12 hours. However, most tickets will be closed within 4-6 hours or less. THE TECHNICIAN S ROLE 501tech is responsible for assessing the request, gathering any additional information, responding quickly to any requests for status updates, and closing the ticket within the service level agreement window. In the event where this may be missed we are responsible for communicating the circumstances behind the delay, and to provide a detailed plan for resolving the issue promptly. THE CLIENT S ROLE The client is responsible for describing the issue with as much detail as possible in the initial request and responding quickly to the technician query for additional information. Tickets are always resolved quickly when there is a collaboration between the client and technician. Delays can be avoided with timely communication and mutual cooperation.

3 Question How do I open a ticket when I have a technical issue or need? Answer 501tech transacts all non-emergency support requests through a ticketing system (provided by FreshService). Opening a ticket is a simple and quick exercise (typically less than two minutes). 1. Point your browser to OR, point your browser to helpdesk.501tech.net and skip to step 3 below. 2. Click on the GREY ticket icon in the upper right hand corner (as seen in illustration A below).

4 3. Click on the SIGN IN link in the upper right hand corner (as seen in illustration B below). 4. Enter your full work address and the password you established when you activated your account (as seen in illustration c below). Click on the BLUE LOGIN button. Please note that you must have activated your account before you can open a ticket. When we set you up in the help desk initially, you received an account activation with directions for finalizing setup. If you do not believe your account has been setup, please contact the 501tech liaison for your organization and have them open a New Employee or Create Account ticket for you. IF YOU ARE NOT ABLE TO LOGIN because your password is not working, click on the RED forgot your password? button. Enter your full work address. Click on the BLUE Reset my password button. You will receive an with directions for resetting your password. Follow those directions and then return to step 4 above entering your full work address and the new password you established. IF YOU ARE CURRENTLY LOCKED OUT OF YOUR ACCOUNT because you have forgotten your password and/or your password has expired, please contact the 501tech liaison for your organization and have them open a Password Reset ticket for you. Return to step 4 above once you have regained access to your account and click on the RED forgot your password button.

5 5. You will now see the home page for our help desk (as seen in the illustration below). 6. The help desk home page allows you to interact with the 501tech team. Click on Your Tickets to view your open tickets as well as tickets previously closed. Please note that your organization has designated certain staff members as 501tech liaisons who can view all open and previously closed tickets for your entire organization. Click on Request New Service if your current IT environment is working normally but you need to make a change. Examples include loading new software or upgrading existing software, adding a new employee, requesting a quote on new hardware, deploying new hardware, etc. Click on Report an Incident if you are having a technical issue of any kind. Use this option when some element of your current environment is not working as intended. 7. When you have submitted your ticket you will receive an automated response indicating that we have received your ticket. This will contain your ticket number. Depending on the circumstances, 501tech staff will contact you via or phone (we maintain your office and mobile numbers to facilitate dialogue). Please note that we do not allow inbound calls from clients to our staff so it is important that you make every effort to be available when our staff attempts to contact you via phone or .

6 Question How do I use the 501tech support line? Answer 501tech maintains a support line to facilitate dialogue between a client and the tech after a ticket has been opened. Calls to this line are routed directly to the tech assigned to the ticket entered into the system. SUPPORT CALL IN ELIGIBILITY CRITERIA So that 501tech staff have reasonable opportunity to respond to newly submitted tickets, call in eligibility is determined based on the priority of the issue or need as follows (please note that the wait time for Standard and Medium priority tickets is measured in business hours and not elapsed time): TICKET PRIORITY Standard Priority Medium Priority High Priority Emergency Priority Client Key Contacts WAIT TIME 4 business hours after submitting ticket 2 business hours after submitting ticket 15 minutes after submitting ticket 15 minutes after submitting ticket 15 minutes after submitting ticket ACCESSING THE SUPPORT LINE Clients may access the support as follows: 1. Call the support line at (918) At any time after the greeting begins you can enter your five digit ticket number (you must enter exactly five digits). Press the pound key (#) after entering your ticket number. If you entered a valid ticket number, the ticket is still open, and the above mentioned wait time has elapsed, your call will be routed to the tech assigned to the ticket. If you entered an invalid ticket number, or a ticket number which has been previously closed, or the above mentioned wait time has not elapsed, you will hear a message asking you to either re-enter the ticket number or hang up and re-check the status of your ticket. WHAT YOU CAN EXPECT AFTER CALLING THE SUPPORT LINE If the tech assigned to your ticket is available, your call will be routed and answered immediately. If the tech assigned to your ticket is unavailable, you will be able to leave a voic which will be immediately delivered to the team member s address. Please note that a detailed voic inevitably results in a quicker resolution of your issue. Your call will in most cases be returned within one hour. After leaving your message, your issue can be resolved more quickly if you are available when our tech returns your call.