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    PCHS Tech Support Policy

    August 31st, 2020

    This policy only applies to the PCHS technical support department. This  does not apply to any other department including (but not limited to), the Registrars, Academic Affairs, Student Advising, Marketing, HR and Student Accounts. 

    The purpose of this policy is to clearly identify the availability and expectations surrounding technical support. There are two primary ways that members of our community can request technical support. The first is to fill out the "Contact Us" form. When the form is filled out, a request is placed in our support ticketing system. The second is to get real-time help via live chat. Live chat is accessible through the StudentHub/ StaffHub and within Moodle. 

    When to submit a ticket and when to use live chat...

    In general, we ask that all non time-sensitive requests go through the ticketing system. For instance, a request to select a new profile picture in Moodle would be considered non-time sensitive and should go through the ticketing system. On the other hand, if you are unable to get into your Zoom class that starts in 5 minutes, that's a critical issue and you should contact  live chat. Keeping live chat available for critical issues will ensure that we're able to respond to and resolve problems as soon as they come in. 

    Tickets

    When a ticket is submitted, this means that you will be communicating with a technician via email. All tickets are assigned a unique identifier that allows us to perform quality assurance checks and also to track the chain of custody and response/ resolution times.

    The tech support team is committed to delivering top quality service for tickets by:

    • Replying to tickets within 4 hours, during business hours
      • Our technicians are distributed across different time zones. As a result, the hours that tickets will be responded to will depend on the technician and their time zone. When a technician responds to your request their time zone/ work hours will be specified in their signature. 
      • Weekend work hours are limited and tickets will be responded to once on Saturdays and once on Sundays. 
    • Striving to provide solutions as quickly as possible while ensuring customer satisfaction
    • Interacting with all parties in a respectful and courteous manner
    • Continuously working to improve response/ resolution times, and quality of service

    Tickets will always be addressed via email, and will only be escalated to a phone call/ screen sharing session if a resolution cannot be easily achieved via email

    Live Chat

    Our chat support is separated into two categories. The first is during the term, which is geared toward helping current students and faculty. The second is prior to the term start which is geared toward helping new students onboard and work through the Technology Training Course and other tech requirements. 

    We are committed to:

    • Replying to  chats within a few minutes 
    • Striving to ensure customer satisfaction
    • Interacting with all parties in a respectful and courteous manner
    • Continuously working to improve the quality of service

     Examples of when to use live chat:

    • If you are unable to login to any of the college information systems
    • If you can't access your live Zoom class 
    • If you are a student and can’t access your quiz that’s open or is supposed to be open
    • If you are a faculty member and do not have host permissions or a Zoom pro account
    • If you are a faculty member and cannot access Zoom attendance logs

    This is not an all-inclusive list and does not include all possible scenarios that require live chat.

    Chat availability and hours:

    During the Term:

    Anytime an online class is running live chat will be available

    • Week 1 : (4) support technicians will be available for live chat.
    • Week 2 : (3) support technicians will be available for live chat.
    • Week 3 and beyond : (2) support technicians will be available for live chat.

    During the Term Break:

    Live chat will be available Monday through Sunday:

    • 7:30 am - 10:30 am Pacific Time
    • 4:00 pm - 7:00 pm Pacific Time

    If there is ever dissatisfaction with the quality of the tech support that you received or any other concerns, you are able to ask to be put in touch with the IT Service Desk Manager. The IT Service Desk Manager will work with you to achieve an acceptable solution and investigate any unsatisfactory interactions you experienced.

    If you encountered any problems during this process, contact our tech support team for assistance. You can reach them by Clicking Here

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