Getting Help
Support channels and resources for portal assistance
Support Channels
Multiple support channels are available to ensure you get the help you need quickly and efficiently.
IT Service Ticket System
- Primary Support: Use the IT Service Ticket link in the portal sidebar
- Technical Issues: Hardware, software, and system problems
- Account Issues: Login problems, password resets, permission issues
- Feature Requests: Suggestions for new features or improvements
- Response Time: Typically within 24 hours for standard issues
Direct Manager Support
- Workflow Questions: Process and procedure clarifications
- Approval Issues: Problems with request approvals
- Department Policies: Department-specific questions
- Training Support: Help with training assignments and completion
- Escalation: Can escalate issues to appropriate departments
Documentation Resources
- User Guides: Comprehensive documentation for all features
- How-To Articles: Step-by-step instructions for common tasks
- Video Tutorials: Visual guides for complex processes
- FAQ Section: Answers to frequently asked questions
- Best Practices: Recommended approaches for optimal use
Self-Service Resources
- Portal Help: Built-in help text and tooltips
- Status Indicators: Visual cues for request status and progress
- Error Messages: Clear explanations of issues and solutions
- Progress Tracking: Real-time updates on request processing
Contact Information
IT Support Team
- Primary Contact: IT Service Ticket system (recommended)
- Response Time: Within 24 hours for standard issues
- Escalation: Critical issues escalated to senior IT staff
- After Hours: Emergency contact information available through HR
Human Resources
- HR Questions: Contact HR team for policy and benefit questions
- Employee Relations: Support for workplace issues
- Benefits Support: Insurance, PTO, and benefits questions
- Compliance Issues: Reporting compliance concerns
Management Team
- Direct Manager: First point of contact for workflow questions
- Department Head: Escalation for department-specific issues
- Executive Team: Available for high-level concerns
- Team Leaders: Support for team-specific questions
External Support
- System Vendors: IT manages vendor relationships
- Service Providers: Contact through IT support
- Regulatory Bodies: Compliance team handles regulatory contacts
- Emergency Services: Use standard emergency numbers when appropriate
Escalation Procedures
Issue Escalation Path
- Self-Service: Try documentation and self-help resources
- IT Support: Submit IT Service Ticket for technical issues
- Manager: Contact direct manager for workflow issues
- HR: Contact HR for policy and compliance issues
- Executive: Escalate to executive team for critical issues
Emergency Escalation
- Critical Issues: Immediate escalation to senior IT staff
- Security Incidents: Immediate escalation to security team
- Compliance Issues: Immediate escalation to compliance team
- Safety Concerns: Follow company safety reporting procedures
Documentation Requirements
- Issue Description: Provide detailed description of problem
- Steps to Reproduce: Include steps that led to the issue
- Screenshots: Attach screenshots when helpful
- Error Messages: Include any error messages received