This procedure will lay out the basic flow of after hours support calls.

Gather basic information

Answer: “Thanks for calling University PC Care After Hours Support. This is ____, how may I help you?”

Gather the customer’s first and last name and a good callback number.

Determine if the customer is calling on behalf of a business. If so, get the business name.

Have the customer describe the issue they are experiencing.

Establish coverage

Cypress Glen Residents

If the resident is unable to get online because one of our network devices is offline, escalate the issue to the On Call Technician and create a ticket. Otherwise, gather details and attempt to troubleshoot with the resident. Create a ticket as described in External Procedure - Using SupportPal.

All residents are authorized to make support requests on their own behalf.

BizCare Subscribers

If the customer is an existing BizCare subscriber and their issue is directly related to a computer covered under their BizCare plan, the customer is eligible to receive after hours support as detailed in the Help Desk Escalation List. Otherwise, gather details and attempt to troubleshoot, then create a support ticket.

Only support contacts listed on the current BizCare Subscriber List are able to authorize after hours support. If the caller is not on the support contact list, create a support ticket instead.

NetCare Subscribers

If the customer is an existing NetCare subscriber and their issue is caused by an outage of our network equipment, the customer is eligible to receive after hours support as detailed in the Help Desk Escalation List. Otherwise, gather details and attempt to troubleshoot, then create a support ticket.

Only support contacts listed on the current NetCare Subscriber List are able to authorize after hours support. If the caller is not on the support contact list, create a support ticket instead.

All other customers

No other customers are eligible for after hours support. Gather details and create a support ticket.

Troubleshoot

Attempt basic troubleshooting, such as power cycling devices and disconnecting/reconnecting to networks, where applicable. Troubleshooting attempts should be limited in scope and length. If basic troubleshooting steps do not resolve the issue, proceed with creating a support ticket and/or escalating the support request where applicable.