howdoi

Get remote tech support: Difference between revisions

← Older edit
Visual
No edit summary
 
(4 intermediate revisions by the same user not shown)
Line 1: Line 1:
<br />{{abox
Now that we are back to full-time in-person education, we anticipate that remote support will be infrequently needed. If you are away from campus and need support, this article explains what you can expect, and how to access our services.{{AboxNew
| name         = Get remote tech support
| name = Get remote tech support
| summary      = This page is intended for students and faculty during scheduled remote learning at Riverdale.
| learning =
| for_employees = y
| instruction =
| for_students  = y
| community = y
| for_parents  = y
| summ = This page is intended for students and faculty during scheduled remote learning at Riverdale.
| cat1          = Classroom Technology and Systems
| maintained = JK
| cat2          =
| year = 2024-2025
| maintained   = JK
| year         = 2020-2021
}}
}}
__TOC__
 
 
==Remote support policy==
==Remote support policy==
We will provide our best effort support to students at home, both for school-owned and family-owned devices. In many cases, this should start as a support ticket and may escalate to a remote viewing session in which we walk you through solving an issue. If that doesn't work, we may request access to remote control the device with your permission. Our last line of support for failing hardware is for you to ship it back to the school. Please note that in many cases of hardware issue on family-owned devices, we'll suggest you go to the manufacturer or reseller for support on the physical hardware.
We will provide our best effort support to students at home, both for school-owned and family-owned devices. In many cases, this should start as a support ticket and may escalate to a remote viewing session in which we walk you through solving an issue. If that doesn't work, we may request access to remote control the device with your permission. Our last line of support for failing hardware is for you to ship it back to the school. Please note that in many cases of hardware issue on family-owned devices, we'll suggest you go to the manufacturer or reseller for support on the physical hardware.
Line 25: Line 24:
*Please do NOT email one of us directly, you will get the fastest service via a tech support ticket!
*Please do NOT email one of us directly, you will get the fastest service via a tech support ticket!


==Level 2: Remote viewing using Google Meet or Zoom==
==Level 2: Remote viewing using Google Meet==
An RCS technician will create a calendar invite with a link to provide remote support.
An RCS technician will create a calendar invite with a link to provide remote support.


Line 41: Line 40:
**[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web
**[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web
**or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu''']
**or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu''']
***Please include your Asset Number or Serial Number
**Please include your Asset Number or Serial Number


*Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us.
*Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us.
Retrieved from "https://howdoi.riverdale.edu/wiki/Get_remote_tech_support"