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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 25.1
edited by Josh Hiner
on 2017/06/20 09:35
Change comment: There is no comment for this version
To version 26.1
edited by Jamie Jarvi
on 2017/08/03 07:06
Change comment: There is no comment for this version

Summary

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Author
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1 -XWiki.josh@remc1_org
1 +XWiki.jamie@remc1_org
Content
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1 -The REMC1 office is open from 7:30-5:00 (EDT) Monday-Friday excluding holidays and during those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
1 +{{info}}
2 +The REMC1 office is open from **7:30-5:00 (EDT) Monday-Friday** excluding holidays. During those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
3 +{{/info}}
2 2  
3 3  {{toc/}}
4 4  
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11 11  == {{id name="Phone-call"/}}Phone call ==
12 12  
13 13  (% style="margin-left: 60.0px;" %)
14 -Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
16 +Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and have a helpdesk representative assist immediately call the Helpdesk at **1-906-487-7624**.
15 15  
16 16  (% style="margin-left: 60.0px;" %)
17 17  When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working with you to solve your issue immediately.
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38 38  Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes what organization you are submitting a ticket from.
39 39  
40 40  (% style="margin-left: 90.0px;" %)
41 -For instance if you are a member of Supportnet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
43 +For instance if you are a member of SupportNet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
42 42  
43 43  (% style="margin-left: 90.0px;" %)
44 44  If you are an Internet (and firewall services) only client and your issue is related to your internet or firewall services then click Internet. This button is also used to open a video conference ticket.
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76 76  This will be used if you do not fall into any of the other categories. (eg: State of Michigan, Outside entity needing support regarding any REMC1 services)
77 77  
78 78  {{info title="Note"}}
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80 80  The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
81 81  {{/info}}
82 82  
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163 163  
164 164  (% style="margin-left: 60.0px;" %)
165 165  A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps. With enough detail we may be able to solve your problem immediately with little to no followups for clarification.
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169 +\\
170 +
171 +----
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174 +\\
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1 -17188077
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