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Clients who need assistance should contact myself Albert and Dan at shass-tech-remote at mit dot edu M-F 8am-3pm with requests for SHASS IT help. If possible please include a screenshot of any error messages or behaviors you see.
How to take a screenshot on the Mac: https://support.apple.com/en-us/HT201361
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1. We will be offering remote support using either Skype, Zoom, or Bomgar. Depending on the severity of the issue and comfort of the user we will be talking people through issues, sharing screens and if need be remotely controlling the computer.
2. For new computer setups, forced computer upgrades, and issues that cannot be handled remotely we will be offering Mail support via FedEx. Clients will be shipping computers to Dan’s house in Scituate since package theft is highly unlikely in his area and to Albert in Cambridge only in cases of a surge in computers to fix or special requests.
Reasoning: To minimize exposure for everyone in the middle of a pandemic we feel this is the best way to support our users. It requires the least amount of travel and the fewest possible interactions with other people.
How to Ship
Step 1 is to safely : Safely package your computer. If you need a box to ship the computer in, please contact us and we'll have a box sent to your address.
The Fed Ex packing guide can be found here: HowToPack_EMEA_GB.pdf
Step 2 is to acquire : Dan will email you a shipping label from Dan once your computer is packed and ready to go. Print the label out on your computer and tape it securely to your package.
Step 3: Whichever option is safer and/or more convenient for you, arrange for Fed Ex to either come by to pick up your package or drop off your package at a Fed Ex Drop Box or drop off. Then off it goes to the South Shore.
Step 4: Once the request has been finished Dan will ship your computer back to your house.
Disclaimer: When shipping anything electronic there are risks when the package is out of our hands. We will return all computers and devices securely and properly packaged and request that people do the same when shipping the devices to Dan’s house.