Consortyo Networks & Security Support Guide

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Questions and Answers

What should be included in a service request email for a slow computer?

A casual greeting

General details without specifics

Only a request for a reboot

Identification of yourself and your assets (correct)

You should always disable power-saving options before requesting service.

True

What is the primary responsibility of the service coordinator?

Ticket scheduling and follow-up

If browsing with ______ is slow, note that detail in the description.

Chrome Signup and view all the answers

Match the pieces of information you should include in a service request with their descriptions:

Urgency = Describes how critical the issue is to business operations Callback number = Your phone number for further communication Appointment time = Preferred time for the technician to visit Software = Specific applications where problems occur Signup and view all the answers

What action should you take if parts or licenses may cause delays?

Include in your email that a workaround is acceptable Signup and view all the answers

The service coordinator communicates primarily through phone calls.

False Signup and view all the answers

Why is it important to provide screenshots or pictures in a service request?

To support the description and help diagnose the issue Signup and view all the answers

What is the primary method to initiate service with Consortyo?

Sending an email to <a href="mailto:[email protected]">[email protected]</a> Signup and view all the answers

Support is available via email after 5 PM.

False Signup and view all the answers

What should you do if you need to change your contact information?

Email <a href="mailto:[email protected]">[email protected]</a> with the changes. Signup and view all the answers

A service request email should keep file sizes to ______ or less.

10MB Signup and view all the answers

Match the response time with the priority level:

Software issues and annoyances = 8 - 48 business hours/days Training, support docs, zoom consultations, site meetings = 10 plus business days User stations, peripheral devices = 1-4 hours within the same day Server, Control Panel, Mission critical computer = 3 - 5 business days Signup and view all the answers

Which of the following devices has the highest priority according to the triage table?

Server Signup and view all the answers

Direct communication between tech personnel and clients is encouraged for scheduling purposes.

False Signup and view all the answers

What should the subject line of a service request email include?

The asset or device name along with a brief description of the issue. Signup and view all the answers

Study Notes

Communication Protocol

For support issues, email [email protected] with a separate ticket for each issue to isolate tracking and resolution.
Notify [email protected] for any changes to contact information.
The Service Coordinator is the main point of contact for all issues and can be reached via email or phone.

Initiating Service Requests

Service initiation requires emailing [email protected]. Phone calls are supplementary and mainly for urgent requests.
Operating hours are from 7 AM to 7 PM, with office hours from 8 AM to 5 PM. An answering service is available after hours.

Response Times

Prioritized response times:
- Priority 1 (Critical issues): 1-4 hours
- Priority 2 (User devices): 8 hours
- Priority 3 (Software issues): 3 business days
- Priority 4 (Training/Consultations): 10 business days

Information Submission Guidelines

Include screenshots, pictures, or short videos (under 10MB) in the service request email.
Write a detailed description of the issue, including device names, software involved, previous troubleshooting steps, and urgency.
Specify callback requests and appointment times, mentioning power-saving options to avoid disruptions.

Roles and Responsibilities

Service Coordinator handles ticket scheduling, follow-up communication, and keeps client system information updated.
Onboarding includes creating system profiles within the first 90 days to enhance service quality.

Ticket Management

All communications are logged through the ticketing system for tracking purposes.
Descriptions in service requests should provide enough detail to minimize follow-up requests.
Include notes on delays caused by third-party support or parts to manage expectations.

Approval Processes

Quick approval is required for any outside-of-scope work, parts, or services.
Important: Phone call requests and verbal promises are not guaranteed unless backed by email.

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Description

This guide outlines essential communication practices for contracted clients of Consortyo Networks & Security. It emphasizes the importance of submitting separate tickets for each issue to aid in tracking and resolution. Additionally, it provides instructions on updating contact information with the service coordinator.