Support+Services+Document

a. Assessing support & ongoing user needs Instructional support and ongoing user needs will be handled by the Technology Oversight Committe which consists of the "in-house" members: administrator over technology and the few tech savvy teachers that are a part of the initiative implementation team. Issues that are beyond their means are turned over to the technology support staff at the district level. Issues will be resolved in the following manner. Administrator will receive the email request for support/need. He will then determine if it's something he/she should handle and if not then the problem(s) will be forwarded to one of the teachers on his team to resolve. Once the issue is resolved/attempted the person who submitted the email will receive a reply email as to what his/her next steps should be.

b. Reporting software/hardware issues Current Procedure-previously mentioned When a user faces a problem with the software/hardware they should go to the RedClay Technology tab which is on the home page of the internet browser. When accessing that page there is a link for entering a work order into track-it. The user must complete the necessary information on the form provided then submit it. The technology staff will handle it in the most efficient way either remotely, or by visiting the school as soon as possible.

c. Policy for maintaining and using computers See district's Security Policy and Acceptable Use Policy under "Safeguarding your Techology".

d. Establishing help desk RedClay School District Technology Help desk already exists and staff members can call 636-HELP for assistance with technology issues that need immediate attention. When calling the the desk the support person will guide the user step by step until the issue is resolved.

e. Policy on donations In accepting donations there a a few things to be considered. First does the technology being offered fit the the need? Is it up to date with the necessary system, software and network capabilities to carry out the components of this plan? Lastly will the donation save the district money or cost in the long run? After carefully considering the answrs to these questions, then the district can make a well informed decisions whether to accept or reject the donation.

f. Finding, organizing, & funding volunteers, & qualified help Even though there are many groups and organizations that are willing to help, who will be the best help for this initiative? It would be beneficial to find out from other districts/schools which sources they have relied on for similar needs. Since schools involve underage children, there are several issues involving liabilities that must be adhered to.

g. Procedure for communicating new and existing policies At the onset of this initiative the technology office will send out a district-wide email of the existing policies concerning technology. When changes are made alerts will be sent out just as they are for scheduled updates and outages.