Information Technology Support Policy
Information Technology (IT) Support Policy
Purpose
The purpose of the Information Technology Support Policy, also referred to as the IT Support Policy has been put into place by the Squishable IT Department to ensure the efficient support and operation of all departments within a reasonable amount of time.
Requesting Support
Requesting support from the IT Department can come in three ways. Employees may email, submit a ticket, and/or submit a service request.
No matter which support channel is utilized, all tickets are received in the order they were submitted and will be prioritized appropriately based on urgency and scope of impact.
Both Urgent and Non-urgent issues must be submitted through one of the following:
-
Tickets (Preferred Method)
Tickets, also referred to as incidents, are submitted via the Squishable Helpdesk Dashboard by selecting Submit a ticket
Tickets submitted through the HelpDesk require requestors to set a level of Urgency to their incident. Examples of issues and their respective levels of urgency are displayed directly on the ticket form itself.
The IT Department reserves the right to update the Ticket’s urgency at their discretion should outside circumstances dictate them to do so.
Service Requests, like tickets are submitted via the Squishable Helpdesk Dashboard by selecting Create a Service Request
Unlike tickets, Service Requests have been created specific to commonly requested issues and/or requests; simplifying the incident reporting process.
Employees are encouraged to first check the Service Request Catalog before submitting a ticket.
Should a requestor submit a ticket, of which the incident falls within the scope of a Service Request, the requestor may be asked to re-submit using the appropriate form should that particular incident require Service Request details.
Self Service Solution Center (The Knowledge Library)
The Self Service Solution Center, also referred to as The Knowledge Library, is a section of the Squishable Helpdesk where employees can search for commonly asked questions and find answers, expediting the resolution of their issue.
Employees are encouraged to check the Solution Center before submitting a ticket.
Escalation
Escalation by any kind will be determined by the IT Departments associates, supervisors, and/or C-level officers; requesters alone, do not determine if and when an incident is escalated. Escalation of any kind will be exercised on a case by case basis.
Department Operating Times
The Squishable IT Department operates out of the New York and DC Offices between the hours of 9:00 am and 6:00 pm Eastern Standard Time.
Tickets submitted outside of operating hours will be periodically scanned for urgency. Should the IT department deem an incident dictates an immediate response, said issue will be addressed accordingly.
Non-urgent tickets as well as those tickets self reported by requestors as Urgent that fall outside of the scope requiring immediate attention per the IT Department’s determination, will be placed in the queue for the next business day and addressed in the order in which they were received.
During high volume days (Squishaversary, Weekend Holidays, Extended Sales, etc.) the Squishable IT Department will follow their standard 9:00 am and 6:00 pm EST schedule and may offer additional on-call support as deemed necessary.
Holidays observed by Squishable.com, Inc. during which Corporate Offices are closed, while Squishable Retail Locations remain operational (Black Friday, Memorial Day, Independence Day, etc.) the Squishable IT Department may also extend a period of on-call support as well.
Urgency Assignment (Corporate Offices)
Urgent issues are defined as any issue that prohibits you from performing your daily tasks on any level. A few examples of Urgent issues for corporate staff include, but not limited to:
Computer Failure
Bitlocker Lock Out
LastPass Password Reset
Urgency Assignment (Retail Locations)
Urgent issues are defined as any issue that prohibits your location from operating on any level. A few examples of Urgent issues for retail locations
- Square Point of Sale (SquarePOS) Shut Down / Signed Out
- Full Internet Failures / Store Power Outages
- iPad Connection / Communication Failure
- Safe doesn’t Open / Codes not Working
- Store Cameras not providing a signal
Nest Cameras
ReoLink CCTV
Conversely, Non-Urgent retail location issues include, but not limited to:
Barcode Scanner / Card Reader failure
Cash Drawer not opening automatically
Receipts not printing
Music not playing
Phone not working
Chromebook not loading
Handheld Terminal not working
“I Forgot My Password” Sign In
Enforcement
The Squishable IT Department will continue to enforce the above policy and guidelines for compliance on a daily basis. Employees who do not request assistance via the appropriate channel will be directed to the appropriate channel in an effort to continue offering the highest level of support most efficiently. Failure to submit instances through the appropriate channels may result in a delayed response.
Conclusion
By implementing this policy, the Squishable IT Department aims to provide the highest level of support in the most efficient way by utilizing the support channels referenced above in an effort to reach fair and fast resolutions from the Information Technology (IT) Department for all team members and employees.