How to Request Help
How to submit a request
Use this google form to send a request to the team. This will create a notification containing the information you provide. The team will see this and reach back out with followup details.
Alternatively, reach out via email or leave a text/voice message to provide information about your request at the below contact info.
Adding details to a request
After a decade of corporate IT experience, even technology pros struggle to provide all the necessary details on the first iteration of the request:
- What device are you using?
- What software are you using?
- What is the current behavior of your device?
- What is the expected behavior of your device?
- What other known or unknown information can you share which is related to the issue or solution?
- Have you made any changes or attempted any fixes already?
- Try to be as thorough as possible without adding too many unnecessary details. It can be a hard balance!
Initial Followup
After receiving the request for the first time, it may be necessary to set up consultation where the customer and team meet and discuss the issues and potential solutions. When all the preliminary details are known, an estimate will be created which describes the expected method, effort, time, and budget required to resolve the issue.
Some jobs have a predictable nature and are easy to estimate. If a job expands beyond the scope of the original estimate, the user will be notified immediately and an update to the solution plan should be chosen ASAP.
For more information about the customer workflow, see here.