GREENE COUNTY WIDE AREA NETWORK

Notice of Data and Voice Service & Procedures

For any of your Departmental Data issues for which you receive support from the Greene County WAN Group and all Greene County Voice issues, direct your calls to Robin Irvine by calling 7451 during normal working hours (7:30-4:30) and follow up by emailing the information about the problem or service needed to her or _WAN Group in the distribution lists. She is our first line of contact for all customer service. If Data Processing is your computer support department, you will continue to follow their established procedures to implement support processes.

All Requests For Data And Voice Service

Should include: Your name, location of the problem and describe the problem or service needed. Let us know the severity of a problem regarding the ability for you to function. If the problem is with your phone, make sure you give us the number of the problem phone and then give us an alternate number in which to contact you.

Emergency Data and Voice Issues

Outages/problems should follow the same procedure as above during normal working hours. We will determine, from the information you provide us, the priority for response. If after normal working hours, weekends and holidays, you have a Data or Voice problem contact Robin Irvine at 7451 or Bob Raglin at 7432. If you are unable to contact someone on the first call, contact the other person or email the _WAN Group from the Distribution list on the County Email System. We will make sure the issue is addressed. We will respond as soon as possible to total loss of service.

For Normal moves, adds and changes allow at least Two Weeks.

Normal day to day requests for changes to data and voice service, additions to service, new personnel setups, etc. may be called in to 7451 or more specifically, emailed to Robin Irvine or _WAN Group. She will forward the requests to the appropriate person for action. When new installs are required, equipment funding must be completed prior to the install occurring.

We discourage use of store bought telephone extension cords and attachments on County Telephones.

Many trouble calls are related to problems from these items. Had you contacted us first, we could have avoided your phone outage and your downtime while also saving us a trouble call and troubleshooting time. Because our system has both analog and digital services, improperly connecting a device to the wrong system may damage not only our equipment but your own.

We discourage the installation of various software brought in from home or downloaded from the Internet.

Many times, problems with your computers are caused by improper installation of the software or incompatible drivers or failed installs. Many of these incompatibilities cause issues with your primary work programs and printer problems. If you have installed software and it didn't work out, uninstall it to clean up your system. If the software did not come with your computer; was not loaded by Data Processing or by Greene County WAN personnel or under the guidance of either Department, it should not be on your computer. If your system fails and we have to reload, we will only install the basic system.

Specialized Software

We realize the need for specialized software and your computer support personnel should be involved in the implementation. This will enable all of us to help work out issues and provide the support you deserve.

Any questions regarding this process please contact Bob Raglin at 7432.