MSA Customer Issues that Require Immediate Action

MSA Customer Issues that Require Immediate Action

RMM Workstation is unreachable or crashed

Response might be reboot attempt through power management device. if one is attached. If customer does not have power management (most don't), the only immediate response possible may be walking the user through reboot efforts. This should never exceed 30 minutes. If it requires more time, a tech will have to be scheduled to go onsite (for tower or laptop) or the machine will have to be sent to us (for laptop).  


Internet or Server is down or cannot be accessed

Check ticket description for general info. You should receive an email alert. In the email, there is a link at the top with detailed instructions.

Also check IT Glue documentation for customer-specific instructions. 

If this occurs during business hours, customer will receive a notification that we are aware of the outage and are investigating. 

Mac User Needs admin password entered to install software.

(Verify software is safe!)  (This only applies to Mac because we have AutoElevate for Win users.) 




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