The IT Support Policy part of the Employee Handbook is attached below. The contents are listed here for ease of access.

IT SUPPORT PROCEDURES AND POLICY

1. Contact the correct person

Your supervisor (or the identified person from your district for IT help) is your first point of contact before contacting the IT department. If the issue is not resolved, they can help you make the decision on how to best escalate the issue.

The IT Department attempts to help make the computer and software work. Training for how to use the computer, handheld, or software should come from your supervisor.

Search the support site (choicebooks.freshdesk.com) for your issue before contacting support. Search for your error message or question in the search box at top of the page.

2. If the additional help is needed, use the correct channel

In order for IT to triage and address all IT needs, it is important that you contact IT by doing the following:

• For normal issues, e-mail: support@choicebooks.com.
• If you are having handheld trouble while servicing, or an emergency issue,
  text 262-724-6423. (Emergency issues/situations are identified below)

NOTE: Technical problems are frustrating and you usually want help immediately. While easy and natural to try to get immediate help in one of the ways below, we ask you not do any of the following to try to get support for an IT problem.

• Call someone in IT directly on their phone extension or cell phone, or directly text them.
• Email one of the IT team directly instead of e-mailing the support e-mail address. (Note: IT does not respond to direct e-mails asking for support)
• Walk into one of the IT offices, or catch them in the hall, and ask for help.

3. When you contact support, describe the problem and provide updates

Put effort into a detailed written description of the problem. Pictures or screen-shots of actual error message are extremely helpful in beginning to trouble-shoot a situation. General messages such as “Can you give me a call?”, “I have a question”, “X doesn’t work”, or “It’s too complicated to write out” are not helpful.

When IT Support responds, if they have additional questions, the questions will be very direct, specific, and concise. Do your best to respond with a direct answer to the specific question/s being asked.

Stay engaged with the process. If IT Support is working on an active situation, please continue to give immediate/timely responses to questions and updates if you note any changes to the issue being worked on.

When the problem is fixed, let IT know immediately, especially if you have contacted the emergency line.

4. Availability and Emergencies

Support hours are Monday through Friday 8:30 am to 5:00 pm, Eastern Standard Time. Support is closed during evenings, weekends, and holidays that are paid holidays for Choice Books.

EMERGENCY CONTACTS

There is an emergency number that is to be used only for serious emergencies that happen either inside or outside normal support hours. Situations when to use this number:

• You encounter printer or handheld issues while servicing that keep you from continuing servicing, and you and your supervisor are unable to correct the issue. Your handheld fails during the weekend, and you and your supervisor are unable to resolve the issue, and the problem will keep you from servicing on Monday.
• You receive a ransomware message, or entered your password in a scam/phishing site.
• The emergency number is 26-27-CHOICE. (262-724-6423)

5. Failure to follow procedure

If employees disregard this policy, a reminder of this policy will be communicated to the employee. If there are repeated or multiple occasions where an employee disregards this policy, the IT Department will refer the situation to the HR Department for input and possible disciplinary action.