Remote User Support Policy

IT Staff would love to support you while you are working remotely! Here are the guidelines around Remote User support.

Scope of Remote IT User Support

IT staff will support the staff of Southland Church and Church Renewal with the following items:

Issues related to work-issued computers & peripherals.
Issues related to any IT provisioned software solutions.
Software training for IT provisioned software & hardware.
Assisting with the setup of Email, Office Apps, etc. on the user's personal cell phone if it is required for their job.

IT staff will not support the following items:

Personal devices; with the exception of basic setup of work services as outlined above.
Personal infrastructure - your home internet, wifi, etc. It is up to you to ensure that those are working.
Users using IT provisioned Hardware or Software in a way that is not supported by IT. (ex: If a user stores files on an unsupported storage medium, IT can't recover files for them.)

Acceptable Request Submission Methods

IT will receive requests for user support using the following methods:

An email to help@mysouthland.com.
Create a new ticket at our support portal located here: https://mysouthland.freshdesk.com/support/tickets/new
A phone (or Microsoft Teams) call to the work extension of one of the IT staff.
In person.

Whenever possible, it is highly encouraged to utilize the methods in order of importance listed above, with email being the primary way to request user support from IT. Submitting support requests to IT staff via their personal phone number is highly discouraged and will only be accepted under very rare circumstances.

IT Remote Support Methods

IT Staff will fulfill all remote support requests via remote control session and a phone call whenever possible. In the event that the issue cannot be resolved remotely, the device will have to be delivered to Southland Church to be worked on. IT Staff will not travel to the user's home.

In the event that IT Staff are working from home because of isolation or other reasons, it may not be possible to resolve some issues until it is possible for IT Staff to be able to work from the office again.

Response Times

Unless otherwise communicated, IT staff will be available during office hours from Monday to Friday between the hours of 8:30am and 4:30pm to handle any urgent & critical severity requests. All other severity levels will be subject to the following table and requests will be fulfilled during business hours. Note that “Response Time” denotes the amount of time between when the request is submitted and IT starts to work on your request. Requests in Severity Level 1 or 2 must be submitted by phone or in person in order for IT staff to meet listed response times.

Severity Level	Definition	Response Time
1. Critical	System-wide outage that threatens productivity for all all users.	Immediate
2. Urgent	Outage that prevents work for 1 or more users.	Within 1 hour
3. Important	Issue that hinders productivity for user, but user can still work.	Within 2 Business days
4. To Do	Request for information or minor setup requests	Within 5 Business days

If you have any further questions, or if you are ever unsure about what to do, please contact TSD at help@mysouthland.com.