Home

Help Desk Policy

Given here is a description of the Help Desk's Policy with regard to the processing of help requests. It may be considered as a guide to what may be expected of the ARCS Help personnel when a user submits a help request, be it via email or the forthcoming phone help system.

Via the Phone Help Desk

  • In the first instance, the Help staff will attempt to resolve the query immediately, during the phone call.
  • If an immediate resolution is not possible, the Help staff will need the requester's contact details.
  • Depending on the nature of the issue, and what is required to resolve the request, the requester may expect a return phone call or email message, to the effect that
  • a solution has been determined, with the details of that solution
  • the relevant ARCS staff have been contacted, and a further follow-up message may be expected, as per the previous point
  • the issue is being worked on, but due to its nature, a more protracted time before resolution may be expected

  • Where an immediate resolution is not possible, every effort will be made to ensure as rapid progress as possible on the issue. However, please be aware that this will take some time- but it is hoped that this will be achieved the same or next day, when possible.

Via email request

  • The requester will be sent an automated response, to the effect that the help request has been received
  • Soon after, a follow-up email will be sent from ARCS Help staff, outlining the status of the request, e.g.
  • a solution is at hand, and a "resolve message" may be expected presently
  • a solution is expected soon, but is not availble at the moment
  • a solution is being worked on, but may take some time

  • Once ARCS has resolved the issue, the requester will be sent a "resolve message" saying that the issue has been resolved, including whatever information the requester may need to be given in order to effect that solution. Also, some reference will be made to the initial request so that the requester is reminded of the original problem.
  • Every attempt will be made to ensure a speedy resolution of the issue, but please be aware that, depending on the nature of the issue, and other factors, this will take some time.