Greetings! I wanted to take a moment to introduce you to your new IT service company, AlwaysOnIT. We will be providing support for your computer and IT needs. We have prepared this document to describe what you can expect from our service and how to request help if you have any problems.
Most of the work we do to maintain and protect your computer systems happens ‘behind the scenes’. Our goal is to never do anything that will interrupt your activity. One of the ways we do this is to schedule the majority of our work to occur overnight or during your chosen Maintenance Window.
We ask that, when you are done using your computer for the day, you make sure to save anything you were working on (Word or Excel documents for example) and then log off of your computer. This can be done by clicking the ‘Start’ button in the lower-left corner of your desktop and choosing ‘Log Off’.
By doing this, you will secure your computer to prevent unauthorized people from accessing it but will leave it turned on so that we can perform our regular maintenance tasks during your chosen Maintenance Window. These tasks may require us to restart your computer without warning, so that’s why it’s important to make sure to save your progress. If we restarted your computer and you had a Word document open you might lose what you were working on – not a good thing and something we always want to avoid.
Some of the routine system maintenance we do on your computer at night includes:
• Disk cleanup
• Anti-virus scans and updates
• Security patch installation
• Program updates
• System backups
These tasks are designed to keep your computer secure and running smoothly. We test and research security and program updates to ensure they are compatible with your system, but occasionally an update may cause some unintended side-effects. If you notice any problems or unexpected behavior on your computer, please contact us (see ‘How to Get Help’ in the next section) and we will respond quickly to fix any issues.
There may be times when our tasks could not run at their normally scheduled time – for example, if the computer was off overnight (or during your chosen Maintenance Window), or if an Internet connection was unavailable. When this happens, the maintenance tasks will run the next time the computer is turned on and connected to the Internet. Sometimes this can cause a noticeable lag or slowness for a short time while the maintenance tasks complete. This can be avoided by making sure the computer is left on and connected to the Internet at night, or during your chosen Maintenance Window.
We make it easy for you to get help with any computer or network problems that you may encounter. Because we promise to respond to your issues within certain time parameters, depending on the severity of the issue, we ask that you request help through one of our two ‘official’ channels – either by submitting a ticket to our Help Desk or by calling our office. This is the only way we can guarantee our response times and make sure your issues are routed to the correct personnel. Emailing or calling our engineers directly only delays our response time.
Note: If at any time you feel your issues are not receiving a timely response please contact Chris Benson, Owner and President of AlwaysOnIT. He can be reached at benny@AlwaysOnIT.com or via cell phone at 503-522-6506. All users that are managed by AlwaysOnIT have access to our Help Desk system that allows you to report any issues that you may be having with your computers, printers, etc. This is the fastest and easiest way to get assistance. The Help Desk allows you to submit trouble tickets describing your problem, attach screenshots or error logs, and even check on the status of your tickets anytime you want.
There are multiple ways to access the ticketing system.
1) You will notice the AlwaysOnIT icon near the system clock at the bottom right hand corner of your desktop.
Note: If you do NOT see this icon, please call us at 503-640-6334 x2 so we can investigate why.
Right click the icon then select ‘Contact Help Desk’ to submit a trouble ticket.
You will be taken to the Help Desk website where you can select ‘Launch AlwaysOnIT Support’ to activate our ticketing application
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When you click the link for the first time, you may receive a message depending on what browser you use prompting for permissions to run the application (see below for examples). Please choose to allow the application to launch so you will be able to submit your ticket.
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Alternatively, you can click on the AlwaysOnIT support icon on your desktop, or press the F6 button on your keyboard to launch our ticketing application.
Once you launch our AlwaysOnIT Support application, you will walk through the pages and fill in the pertinent details regarding your issue.
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Once the ticket has been submitted we will get right to work to resolve your issue. Sometimes we will need to contact you for further information, or to remotely control your computer. Many times we can resolve the issue automatically. You will be emailed when we have updated the status of your ticket.
If you do not have Internet access or if your computer is inoperable, you may not be able to use the Help Desk. In this case, you can request service by calling our office during business hours at 503-640-6334 x2. Our friendly and responsive staff will make sure the correct personnel are notified and that your issue is resolved in a timely fashion.