CONTOSO CORPORATION IT SUPPORT POLICY DOCUMENT Effective Date: January 2026 Version: 2.0 ==================== 1. PASSWORD RESET POLICY ==================== All password reset requests must be submitted through the IT Support portal or by calling the IT helpdesk. Process: 1. Verify your identity using your employee ID and security questions 2. Password resets are typically completed within 15 minutes during business hours 3. You will receive a temporary password via SMS or email 4. You must change the temporary password on first login 5. New passwords must meet complexity requirements: - Minimum 12 characters - Include uppercase, lowercase, numbers, and special characters - Cannot reuse last 5 passwords Self-Service Option: - Employees can reset passwords through the self-service portal at https://password.contoso.com - Requires prior enrollment in multi-factor authentication Emergency Resets: - After-hours emergencies: Call +1-800-555-HELP - Critical system access: Contact your manager for escalation ==================== 2. SOFTWARE INSTALLATION REQUESTS ==================== All software installations must be approved and performed by IT staff. Standard Software: The following software is pre-approved and can be requested through the IT portal: - Microsoft Office Suite - Adobe Acrobat Reader - Zoom - Microsoft Teams - Google Chrome - Mozilla Firefox - 7-Zip - VLC Media Player Custom/Specialized Software: 1. Submit request through IT Support portal 2. Provide business justification 3. Manager approval required 4. Security review (2-3 business days) 5. License procurement (if needed) 6. Installation scheduled within 5 business days of approval Process Timeline: - Standard software: 1-2 business days - Custom software: 5-10 business days - Enterprise software: 15-30 business days Open Source Software: - Requires security team approval - Submit Software Assessment Request form - Include link to source code repository - Allow 5-7 business days for review ==================== 3. HARDWARE TROUBLESHOOTING ==================== PRINTERS: Common Issues: - Paper jams: Clear paper path, check for torn pieces - Not printing: Check connection, restart printer, verify queue - Poor print quality: Run cleaning cycle, check ink/toner levels - Color issues: Calibrate printer, check color settings Escalation: Contact IT helpdesk if issue persists after basic troubleshooting MONITORS: Common Issues: - No display: Check cable connections, power source - Flickering: Check refresh rate settings, try different cable - Wrong resolution: Adjust display settings in operating system - Dead pixels: Document and report for warranty replacement KEYBOARDS/MICE: Common Issues: - Not responding: Check USB connection, try different port - Wireless not working: Replace batteries, re-pair device - Keys not working: Clean keyboard, check for physical damage - Erratic mouse movement: Clean sensor, try different surface LAPTOPS: Common Issues: - Won't power on: Check battery charge, try AC adapter only - Overheating: Ensure vents are clear, use on hard surface - Slow performance: Close unnecessary programs, restart device - Battery not charging: Check AC adapter, update BIOS Hardware Replacement: - Submit request through IT Support portal - Include device serial number and problem description - Standard replacements: 2-3 business days - Loaner equipment available for urgent needs ==================== 4. NETWORK AND VPN ACCESS ==================== VPN Access: - All remote workers must use company VPN - Download VPN client from IT portal - Use your network credentials to connect - Report connection issues immediately Network Troubleshooting: 1. Check physical connections 2. Restart network adapter 3. Run network diagnostics tool 4. Contact IT helpdesk if issue persists WiFi Issues: - Preferred network: Contoso-Corporate - Guest network: Contoso-Guest (limited access) - Conference rooms: Contoso-Meeting - Report dead zones to IT for coverage improvement ==================== 5. EMAIL AND COMMUNICATION TOOLS ==================== Email Issues: - Cannot send/receive: Check internet connection, verify account status - Mailbox full: Archive or delete old emails - Spam/phishing: Do not click links, forward to security@contoso.com - Out of office: Configure through email client settings Microsoft Teams: - Preferred communication tool for internal messaging - Video calls: Ensure camera/microphone permissions are enabled - Screen sharing: Use "Share specific window" for sensitive data - Recording meetings: Only with participant consent ==================== 6. SECURITY AND ACCESS MANAGEMENT ==================== Multi-Factor Authentication (MFA): - Required for all accounts - Enroll through https://mfa.contoso.com - Supported methods: Authenticator app, SMS, phone call - Backup codes available for emergencies Access Requests: - Submit through IT Security portal - Manager approval required - Follows principle of least privilege - Access review every 90 days Locked Accounts: - Automatically locked after 5 failed login attempts - Self-service unlock: https://unlock.contoso.com - IT helpdesk can unlock immediately if needed ==================== 7. DATA BACKUP AND RECOVERY ==================== Automatic Backups: - Desktop/laptop files: Backed up nightly to cloud storage - Network drives: Continuous backup - Email: Retained for 7 years File Recovery: - Recent files: Check recycle bin first - Deleted files: Submit recovery request (available for 30 days) - Older files: Contact IT for archive retrieval (2-3 business days) ==================== 8. MOBILE DEVICE MANAGEMENT ==================== Company Phones/Tablets: - Must be enrolled in MDM system - Security policies enforced - Lost/stolen: Report immediately to IT Security - Remote wipe capability for data protection BYOD (Bring Your Own Device): - Optional enrollment for email access - Separate work profile created - Company data isolated from personal data - Can be remotely wiped (company data only) ==================== 9. SUPPORT HOURS AND CONTACTS ==================== IT Helpdesk Hours: - Monday-Friday: 7:00 AM - 7:00 PM (Local Time) - Weekend/Holiday: Emergency support only Contact Methods: - Phone: +1-800-555-HELP (4357) - Email: itsupport@contoso.com - Portal: https://support.contoso.com - Chat: Available through company intranet Response Times: - Critical (system down): 30 minutes - High (major impact): 2 hours - Medium (limited impact): 4 hours - Low (general questions): 1 business day ==================== 10. TICKET SUBMISSION GUIDELINES ==================== When submitting a ticket, please include: - Your name and employee ID - Location/office - Contact phone and email - Detailed description of the issue - Any error messages (screenshots helpful) - Steps to reproduce the problem - When the issue started - What you've already tried Priority Levels: - Critical: System completely down, security incident - High: Major functionality unavailable, multiple users affected - Medium: Partial functionality issue, workaround available - Low: Minor inconvenience, information request ==================== END OF DOCUMENT ==================== For questions about this policy, contact: IT Policy Manager itpolicy@contoso.com