First, a comic:

Contact the Correct Person

• Your manager is your first point of contact
• We make the computer and software work. We do not provide training for the software.

Use the Correct Channel

• Acceptable Contact Methods
  • support@choicebooks.com for normal issues
  • Text 262-724-6423 for handheld troubles while servicing
• Unacceptable Contact Methods
  • Our phone extensions
  • Our personal cell phones
  • Direct email
  • Walk in our offices
• We delete direct emails and block numbers of violators
• Note: This applies to IT support questions. It's fine to contact us directly for work stuff that's not related to IT (cell phones excepted, of course).

Describe the Problem

• Put at least the bare minimum effort into describing the problem.
• Messages such as "Call me", "Can you give me a call?", "I have a question", "X doesn't work", and "It's too complicated to write out, we need to talk" give us no options to prioritize or start troubleshooting.

Provide Updates

• When the problem is fixed, let us know.
• If we ask a question, don't ignore it.
• If you've contacted the emergency line, we've probably dropped everything to help (or were woken up by the notification). Let us know when the problem is resolved so we can move on to other stuff/go back to sleep.