Technical+Support+Procedures

Should any technical issues arise with computers at the school level, the SPOC should follow the steps outline below: 1. If the problem is with logins or passwords, every SPOC should know the standard template: a. Teacher login: Outlook username b. Teacher Password: “izone” + last 4 of file # (e.g., izone1234) c. Student login: First initial + last name + last 3 of OSIS # (e.g., jsmith123) d. Student password: 6-digit birthday (e.g., 042596) 2. Determine whether it is a hardware, application (software), or network issue. If it is identified as an application issue, begin the Application Support Process outlined below. If it is identified as a network issue, begin the Network Support Process. If it is a hardware issue or if the SPOC cannot determine whether it is a hardware or an application issue, proceed to step 3. 3. If it is an HP Laptop, write down the Asset ID tag number and call the **DIIT Helpdesk at 718-935-5100 or submit an incidence report at** [|**http://servicecenter.nycenet.edu/selfsupport/login.asp**], and identify yourself as an ILS SPOC. Hardware issue with HP laptops – will be handled by the standard DIIT helpdesk procedures. An issue ticket will be generated and the SPOC will be informed of next steps 4. If it is a hardware issue with Lenovo netbooks and the SPOC has determined the problem cannot be resolved onsite, the SPOC will be directed to the Lenovo Support Process (outlined below) 5. If it is an application issue (e.g., with Time To Know, Compass Learning, or Pearson), the SPOC will be directed to the Application Support Process (outlined below) 6. If it is a wireless access issue, the SPOC will need to do basic troubleshooting for accessing internet through wireless devices in the classrooms. (See Attachment A – Basic Wireless Troubleshooting) 7. If the problem has not been satisfactorily addressed by the process described, please follow the Escalation Process (outlined below) **// Note: Physically damaged devices are NOT covered by ANY warranties. Schools will need to pay for damaged device repairs / replacements with their own funds. //**  ** Application Support Process ** 1. The SPOC needs to determine which vendor program causing the issue – Time To Know, Pearson Successmaker, or Compass Learning Odyssey. 2. The SPOC will then call the appropriate vendor’s technical support line below: ** Compass Learning Odyssey ** Compass Learning will provide the following technical support services: · Telephone Support – 866-588-1905 o Technical issues o Functionality questions · Email Support [] · Online support and tutorial videos [] o ** Username: ** Compass o ** Password: ** 2010videos ** Pearson SuccessMaker Technical Support ** Pearson will provide the following technical support services: · Telephone support - 888-977-7100 o Technical issues o Functionality questions o How to questions o Reporting questions · Online and email support o Chat consultation and support online: [] o Community Connect Website [] o Email (submission of issues and response from support via email) [] ** Time to Know Technical Support ** Time to Know will provide the following technical support services: · Telephone Support – 888-559-6560 o Application support o Pedagogic support · Onsite Support o Available to assist izone technicians and SPOCs as needed · Online Support o Email (submission of issues and response from support via email) Alertnyc@timetoknow.com o Online resources and tutorial videos []
 * ** Software Vendors ** ||
 * ** Vendor ** || ** Technical Support ** ||
 * Compass Learning Odyssey ||  866-588-1905; M-F 8AM – 8PM EST  ||
 * Pearson SuccessMaker ||  888-977-7100; M-F 8AM – 10PM EST  ||
 * Time To Know ||  888-559-6560; M-F 8AM – 5PM EST  ||


 * Network Support Process **

The SPOC will be responsible for basic network and wireless troubleshooting (e.g., making sure the computer is connecting to the right network, making sure the wireless access point is turned on). See Attachment A – Basic Wireless Troubleshooting. ** Lenovo Netbook Support Process ** 1. Lenovo netbook hardware issues during the **first year only** are covered by the mail-in warranty. Due to the 1-year warranty, we suggest schools show extreme care when handling these machines as schools will be responsible for replacing hardware that is out of warranty 2. SPOCs will need to call 1-877-453-6686, report the issue, and obtain a case number and shipping instructions. 3. Schools will be responsible for one leg of packing and shipping netbook back to Lenovo, Lenovo will return all received equipment within 48hrs (based on parts availability) – Schools should keep on hand a few Lenovo netbook boxes to ship equipment in need of service back to Lenovo.


 * Laptop Cart Support Process **

Should any issues arise with the DataMation Laptop Security carts, the SPOC should contact Matthew Sperling at 212-732-3824 or at m.sperling@pc-security.com. He will send a technician team over to the school to resolve the problem. ** Epson Projector Support Process ** Should any issues arise with the Epson, the SPOC should contact Yossi Solomon at 212-239-7500 x2615 or at Yossi@bhphoto.com. He will provide appropriate next steps. ** Escalation Process ** The DOE is committed to making this program successful. If, somehow, a technical issue is not being addressed to your satisfaction, please contact Ronald Bryant ( RBryant2@schools.nyc.gov ), who will prioritize the issue.