To ensure efficient handling of your IT support requests, please follow this communication protocol when reaching out for assistance. This will help us address your issues more effectively.

1. How to Reach IT Support

You can reach our IT support team through the following channels:

Email: Send an email to support@northcarib.org.
Phone: Call the IT support hotline at wa.me./5016147456.
Support Portal: Log into the IT Support Portal at northcaribbean.org/support to submit a ticket.

2. Information to Provide

When contacting IT support, please provide the following details to help us resolve your issue quickly:

Mandatory Information:

Full Name: Your name as registered in the company system.
Department/Team: Specify your department or team.
Contact Details: Best way to reach you (email or phone).
Device/Equipment: Mention the specific device (e.g., laptop, desktop, mobile) or software in question.
Issue Description: Provide a clear and detailed explanation of the problem you're facing.
- Example: “I am unable to access my email account since this morning. I receive an error message stating ‘Invalid Credentials’.”
Error Messages: Include any error messages or screenshots (if possible) to help us diagnose the issue.

Optional (Helpful) Information:

Steps Taken: List any troubleshooting steps you have already attempted (e.g., restarting the device, clearing cache).
Time of Occurrence: Note when the issue first occurred (time/date).
Urgency: If the issue is critical and impacts work operations, mention that in your description.

3. Expected Response Times

We aim to respond to all IT support requests promptly. Below is a guide on when you can expect a response based on the severity of the issue:

Priority Level	Examples	First Response Time	Estimated Resolution Time
High (Critical)	Network down, server failure, security breach	Within 15 minutes	Within 2-4 hours
Medium (Important)	Email access issues, software errors affecting work	Within 1 hour	Within 1 business day
Low (Routine)	Password resets, non-urgent software updates	Within 4 hours	Within 1-3 business days

4. What Happens Next?

After submitting your support request, you will receive an automated confirmation email with a ticket number.
First Response: Our IT team will acknowledge your issue and provide an initial response within the timeframes mentioned above.
Updates: You will receive status updates on your ticket, including when it is being worked on and resolved.
Escalation: If your issue is not resolved within the estimated time, please contact us again with your ticket number, and we will escalate it to the appropriate team.

5. Additional Support Resources

Before contacting IT support, consider checking the Knowledge Base on our Support Portal for quick solutions to common issues such as:

Password resets
Email troubleshooting
Software installations

Emergency Contacts

For urgent, critical issues that occur outside normal business hours (e.g., server failure or security breach), please use the Emergency IT Hotline at wa.me./5016147456

Sample IT Support Ticket

Example of What to Do When Submitting a Support Ticket

Here's an example of a well-detailed support ticket to guide users on what information to provide when submitting a request.

Subject: Unable to Access Email Account – Error “Invalid Credentials”

Name: John Doe
Department/Team: Marketing Department
Contact Details: john.doe@company.com / (555) 123-4567
Device/Equipment: Lenovo ThinkPad T480s – Windows 11

Issue Description:
Since this morning (Sept 5, 2024, around 8:30 AM), I have been unable to log into my company email account using Outlook. Every time I try, I receive an error message that says "Invalid Credentials." I haven’t changed my password recently, and I confirmed that my internet connection is stable.
I tried restarting my computer and clearing Outlook's cache, but the issue persists. I also attempted to log into my email via the web browser, but I’m still seeing the same error.

Steps Taken:
Restarted the laptop.
Cleared the cache in Outlook.
Attempted login through web browser (Chrome) – same result.

Screenshots:
I’ve attached a screenshot of the error message from Outlook.

Video:
I’ve also recorded a short video that shows me attempting to log in and the error occurring. Here’s the link to the video: Login Issue Video

Urgency:
This issue is critical because I cannot access any work emails, which is affecting my ability to complete my daily tasks. Please prioritize this ticket.

Error Message:
“Invalid Credentials. Please check your email address and password, or contact support.”

Additional Notes:
My last successful login was at 6:00 PM yesterday (Sept 4, 2024). No other applications seem to be affected.

This sample contains the necessary details to allow the IT team to understand and quickly resolve the issue.

Example of What Not to Do When Submitting a Support Ticket

Here’s a poor support ticket example that lacks essential details, making it difficult for the IT team to resolve the issue quickly.

Subject: Help, Email Problem

Name: John
Department/Team: Marketing

Issue Description:
I can’t get into my email. Please fix it.

Steps Taken:
None provided.

Screenshots:
None provided.

Video:
None provided.

Urgency:
None provided.

Error Message:
None provided.

Additional Notes:
None provided.

Why This Is a Bad Example:
Lack of Detail: The description is too vague. It doesn’t explain what the issue is, what device is being used, or if there is any specific error.

No Contact Information: The user only provided a first name with no contact details, making it hard to follow up.

No Error Message: Without sharing the error message, the IT team has no context for diagnosing the problem.

No Steps Taken: There is no indication of whether the user has attempted any troubleshooting, which means the IT team might waste time suggesting basic steps that have already been tried.

No Screenshots or Videos: Visual aids are missing, making it harder for the IT team to understand the problem.

Key Points to Avoid:
Be vague: Avoid providing little to no information about the problem.

Skip details: Don’t forget to include your contact details, device information, or a clear explanation of the issue.

Omit troubleshooting steps: Leaving out what you’ve already tried could lead to unnecessary back-and-forth with support.
Ignore urgency: Not mentioning how critical the issue is might delay resolution if it’s time-sensitive.

Forget screenshots or videos: Visuals are valuable; omitting them makes it harder to diagnose the issue.

Solution: Always provide clear, detailed information in your support tickets to ensure faster and more efficient service from the IT team.

IT Support Communication Protocol for Users

To ensure efficient handling of your IT support requests, please follow this communication protocol when reaching out for assistance. This will help us address your issues more effectively.

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