Purchasing Products and Services for Internal Use - best practices

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• Documentation: Best Practices

  Document Anything New or Changed When we set up anything that can be defined as “new” or “changed”, it must be documented. For example: a customer that wasn’t using Splashtop is now using it. That’s something new so we need to add a remote access ...

• Intake and Troubleshooting Best Practices and Policies

  General Troubleshooting Guidelines Intake: Defining the Issue Whether you are a technical or an administrative team member, when performing intake on a technical issue, it is imperative that you define and document the nature and scope of the problem ...

• Unsupported Products and Services

  Rabbit Hole Products Products we won’t agree to work on, unless it is to assist client in switching to a better product. Earthlink email service or software Mac Mail app (workstation application; we will provide limited support for the iPhone app) ...

• MAPs Software and Services for Internal Use - One Time Software and Cloud Service

  The MAPs (Microsoft Action Pack) subscription must be renewed annually to keep the internal-use cloud and on-premises software benefits. DO NOT USE MAPs licenses for customers under any circumstances. These licenses are for INTERNAL USE ONLY. To ...

• Creating Tickets: Best Practices

  Set the Category FIRST When creating a ticket or starting work on a new ticket which arrived via email, the first thing to do is to choose the category. Everything flows from the category. If you choose the correct category, you will be presented ...