GENERAL TECHNICAL SUPPORT
The IT Office provides assistance for a wide range of technology-related issues, ensuring that municipal staff can access and use various IT systems and equipment effectively. This service is designed to resolve common technical problems related to hardware, software, networks, and other IT infrastructure, helping users to continue their work without disruption.
Who may avail of the service?
● Municipal Government of Teresa Offices
| CLIENT STEPS | PROVIDER ACTION | PROCESSING TIME |
|---|---|---|
| 1. Provide detailed description of the issue and the location where it occurred | Receive the report through walk-in, email, letter, telephone, or mobile call. | 2 minutes |
| Identify the concern Category (Hardware, Network, Software, System) and Severity Level (1, 2, 3, 4) based on the reported description of the issue. |
5 minutes | |
| IT personnel will be sent to verify, assess, and proceed to fix the reported issue. | Level 1: 2 – 40 mins Level 2: 1 – 5 hours Level 3: 1 – 2 days Level 4: Dependent on external Service Provider or Vendor (Refer to table below) |
|
| 2. Confirm if the issue has been resolved. | Report to client that actions has been taken to fix reported issue. | 3 minutes |
| LEVEL 1 | Simple issues that typically take around 15 minutes on average to resolve. |
|---|---|
| LEVEL 2 | Requires specific tools / software to resolve issue. |
| LEVEL 3 | Requires advance troubleshooting methods and multiple IT personnel to resolve issue. |
| LEVEL 4 | Requires additional actions from external Service Providers / Vendors to resolve issue. |
TOTAL TRANSACTION TIME: 10 minutes + ACTUAL TROUBLESHOOTING
