General Procedures for Support and Configuration

It is important to follow some general procedures while working in the area of support at Computerbank

Telephone Support

• Always record the clients name, the nature of the call and the duration of the call on a service request form. It is also important to record the call outcome and if any system configuration changes were made or added.
• Always try to keep support calls under 15 minutes, unless otherwise specified.
• Never give out you own or another volunteer or staff members telephone number to a Computerbank recipient.

In-house Support

• Always record the necessary information on to the service request form including any system configuration changes were made or added.
• Never look at client personal information or files unless advised or asked to do so.
• Always try to test the system against a system checklist before leaving the clients home.

These and additional support procedures and information can be found in the Software Documents section of this website.