I have a computer problem... what do I do?

Get help by Phone, Email or Web.  Here’s who to contact and when.

Decide the priority of the problem   it can be either URGENT, HIGH, NORMAL or LOW priority

URGENT               =   “I am totally out of action.  This problem can’t wait!" 

HIGH                     =  "I can't do one area of my work.  I can do other stuff for now, but need it fixed ASAP"

NORMAL             =  "I  can work around this, but it slows me down"

LOW                      =   "this doesn’t work quite right, but I can get on with work"

If the problem is “Normal” or “Low”

·         Email: [e-mail]   

o   Describe the problem.  Be SPECIFIC and include any ERROR MESSAGE you have. 

o   Include the words “Normal” or “Low” in the subject line.

·         Web:  make a New  ticket at http://livingopps.zendesk.com

·         Phone: David Van Hook [phone] -or- Jenny  840-9855

If the problem is “Urgent” or “High”

·         Immediately phone the following numbers until someone can deal with the issue: 

o   David Van Hookl [phone]   

o   Jenny Council [phone]

o   Admin Reception: [phone]     (M-F) reception will help get you to the right person.

o   TekManagement: [phone]     (M-F)

o   OUT OF HOURS: Call the on-call manager.  

·         Also, email a description to [e-mail]    include the words “Urgent” or “High” in the subject line – that will ensure it is escalated.