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UltraNet
Services / Ultra Tech - User Support Policy
1.0 Policy
It is the policy of ULTRA TECH NETOPS to provide
timely, cost effective, and productive assistance,
training, and proactive problem resolution to
computer, network, and telecommunications users
of Ultra Technologies, Inc. and its clients who
contract for this service.
2.0 Scope
All full or part time employees of ULTRA TECH
(or its clients who have contract for this service)
who use company provided hardware and/or software
may receive technical support from NETOPS.
3.0 Guidelines
The NETOPS office is located at the following
address and is open for business during the specified
hours. In order to provide users with support
after normal hours of operation the NETOPS Team
Leader will maintain and publish an On-Call Duty
Roster.
NETOPS Location: 2750 Killarney Drive, Suite
205, Woodbridge, VA 22192
NETOPS Hours of Operation: 7:30 AM - 6:00 PM
The following information should be used to contact
NETOPS for support.
- Primary Phone Number: 703-897-9000 ext.300
(Woodbridge Speed Dial # 432)
- Note: Woodbridge users can also press the
HELPDESK button on their phone.
- After Hours Pager Number: 703-214-1185
- NETOPS Team Leader Pager Number: 1-866-710-7627
- E-mail Address: support@ultra-tech.com
- Web-Site: www.ultra-tech.com/support
The following table defines different priorities
used to establish the amount of time users can
expect NETOPS to spend resolving individual problems.
|
Priority
|
Description
|
Resolution
Time
|
|
Routine
|
Do NOT
affect the Users ability to work |
3 Days
|
|
Urgent
|
Affect the Users
ability to work |
1 Day
|
|
Emergency
|
Stop the Users
ability to work |
4 Hours
|
4.0 Procedures
Users are expected to contact NETOPS when they
need assistance or are experiencing problems using
any company owned hardware or software. The following
procedures should be used.
During Business Hours (7:30 AM - 6:00 PM, Monday
- Friday)
- Check the NETOPS Web-Site to see if it contains
a solution your problem.
- Call the NETOPS. A technician should answer.
However, if you do get voice mail please leave
a message containing a description of your problem
and a phone number where you can be reached.
Then follow up the message by sending an E-mail
to the NETOPS E-mail address.
- If you have left a voice mail and sent an
E-mail please be patient, the first available
technician will call you back. However, if your
problem is considered to be an Emergency then
page the On-Call Technician using the NETOPS
After Hours Pager Number.
- If no one responds, page the NETOPS Team Leader.
After Hours & Weekend Support (All other
times)
- Check the NETOPS Web-Site to see if it contains
a solution to your problem.
- Page the On-Call Technician using the NETOPS
After Hours Pager Number.
- If the On-Call Technician does not respond
page the NETOPS Team Leader.
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