View source for IT Support Request Process

'''Support Email:''' '''support@heinfricke.services'''

'''Applies To:''' All Employees
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== 1. Purpose ==
The purpose of this document is to define the standard process for requesting IT support within Hein+Fricke.

This ensures that all user issues, service requests, and incidents are handled efficiently, consistently, and within agreed SLAs.
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== 2. Scope ==
This process applies to all employees, and interns who require IT assistance related to:

* Hardware (laptops, monitors, printers, etc.)
* Software (Windows, Office 365, VPN,  etc.)
* Network issues (Wi-Fi, VPN, connectivity)
* Account issues (password reset, access request)
* Email / Teams / SharePoint problems
* Security incidents
* Any IT-related request

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== 3. How to Request IT Support ==

=== 3.1 Primary Support Channel ===
Employees must submit all IT support requests using:

'''Email:''' '''support@heinfricke.services'''

This email automatically creates a support ticket in the IT Helpdesk system.
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=== 3.2 Information Required in the Email ===
To ensure faster resolution, employees should include the following:

==== Subject Line Format: ====
'''[Issue Type] – [Short Description]'''

Example:

* ''Laptop Issue – System not booting''
* ''Access Request – Software Installation''

==== Email Body Requirements: ====

# '''Your Full Name'''
# '''Department'''
# '''Contact Number (optional but helpful)'''
# '''Issue Description'''
# '''Steps already tried (if any)'''
# '''Screenshots (if possible)'''
# '''Urgency level''' (Low / Medium / High / Critical)

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== 4. Automatic Ticket Creation ==
Once the email is sent:

# A ticket is automatically created in the IT Helpdesk system.
# The user receives a confirmation email with a '''ticket ID'''.
# The ticket is assigned to an IT support engineer based on priority and category.

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== 5. Escalation Process ==

=== If the issue is not resolved within expected timeframes: ===

# '''Level 1 Escalation:'''  IT Support Engineer
# '''Level 2 Escalation:'''  IT Team Lead
# '''Level 3 Escalation:'''  IT Manager

Escalation can also be requested by replying to the ticket email.
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== 6. User Responsibilities ==
Employees must:

* Use '''support@heinfricke.services''' for ALL IT support requests
* Provide accurate and complete details
* Avoid calling individual IT staff (unless emergency)
* Not share passwords or sensitive information unnecessarily
* Confirm resolution when IT closes the ticket

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== 7. IT Support Operating Hours ==

* '''Monday to Friday:''' 09:30 – 21:00 Indian Standard Time
* '''Weekends & Holidays:''' Emergency support only

Requests submitted outside working hours will be processed the next business day unless marked '''Critical'''.
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== 8. Types of Supported Services ==

=== Hardware ===

* Laptop/Desktop issues
* Printer support
* Docking station & monitor support

=== Software ===

* Office 365
* VPN Client

=== Accounts & Access ===

* Password resets
* User onboarding/offboarding
* Folder permissions

=== Network ===

* Wi-Fi issues
* VPN issues
* Remote access problems

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== 9. Security Incidents ==
If you suspect a security incident:

Use the '''subject:'''

🚨 ''Security Incident – Immediate Attention Required''

Examples:

* Phishing emails
* Suspicious login alerts
* Stolen laptop
* Malware popup

Security incidents are treated as '''Critical Priority'''.
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== 10. Ticket Closure ==
A ticket will be closed when:

* The issue is resolved
* The user confirms resolution
* The user does not respond for '''3 business days''' after solution provided

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== 11. Document Ownership ==

* '''Document Owner:''' IT Manager
* '''Reviewed:''' Annually
* '''Version Control:''' Maintained in the IT Documentation System