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Requesting Technology Support

Dear Staff,

Please be advised that no technology issue/request will be addressed unless it has been entered into SchoolDude.  Except in cases of emergency, which are defined as situations where a large number of rooms/individuals are affected or there is imminent danger, no request or issue should be reported via email or phone directly to any technician or myself.  If you do not receive an update on your request within 4-6 hours (excluding weekends/holidays), please contact me and provide the SchoolDude ticket number. For a list of common issues and expected response times, please see the table below.
 
This process is in place for several reasons:  
  • Using SchoolDude ensures there is a record of your request
  • Requests are properly routed automatically to the individual(s) responsible for support of the specific type and location of issue
  • It provides valuable data that we analyze periodically to identify problem areas and balance workload
  • Technology staff is evaluated on how quickly and efficiently they address requests.  If issues are not entered into SchoolDude, this may negatively impact their evaluation. 

There are a few types of issues that should not be reported using SchoolDude:
  • Genesis Issues (including login)
    These should be reported using the "Genesis Staff Support" form at the bottom of the left-hand column of our homepage.
  • Printer Issues
    Toners, drums and service must be requested using the United Business Systems 1-800 number provided on the device.  In some cases, if the issue is due to connectivity, it may be referred back to our technology department in which case you should open a SchoolDude IT Request with "Network Connectivity" as the type of issue.
  • Security Station/Badge Issues (including on copiers)
    These should be reported using this form: http://goo.gl/6Mg5AZ
 
Common Issues and Response Times
 
Issue Response Time
Classroom Desktop (Boot/Power/OS Failure) < 2 Hours
Laptop/Staff Chromebook (Boot/Power/OS Failure) < 2 Hours
SMARTBoard (No Image) < 2 Hours
Office Desktop (Boot/Power Failure) < 3 Hours
Connectivity Issue (Ethernet/WiFi) < 2 Hours
Printer Issue (Non-MFP/Copier) < 24 Hours
MFP/Copier Issue (Internal Support) < 2 Hours
MFP/Copier Issue (External/Vendor Support) < 24 Hours
Phone (Cannot place calls) < 1 Hour
Voicemail Pin Reset < 4 Hours
Software Error (Non-OS Error) < 4 Hours
Software Install Request 24-48 Hours
Windows Login Issue/Password Reset Enroll in self reset tool
Genesis Login Issue/Password Reet < 1 hour
Other Online Application Issue  < 4 Hours
Website Unblock Requests 24-48 Hours

**Please note that while we will make our best effort to meet the response times provided above, we cannot garauntee your issue/request may be fully resolved in the timeframe provided as there are many variables that can impact how quickly an issue is addressed. 

If you are not familiar with SchoolDude or need a refresher on how to use it, please review the attached guide.

Thank you in advance for your cooperation,

Adrian Cepero
District Technology Coordinator

 

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