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a) In order to maintain quality of service and fast response times, all REQUESTS FOR APPOINTMENTS must go to the section's IT liaison for processing. The Liaison will then send an email to the shass-tech-remote to request an appointment and we will get back to them to schedule.
b) Faculty members CAN email us directly if it’s a simple question. (eg. Is this spam, what do you recommend for X, is this service legitimate, have you had any experience with this program, etc)
c) As a best practice, complicated questions and issues (like email or calendaring not working all the time) should be handled in appointments anyway and should be directed to the Section Liaisons for scheduling.
d) The LIMITS of our support coverage are with MIT owned machines on campus. This is a practical limit. There are 2 of us and we support 7 sections in the school as well as the Dean's Office. We simply don’t have the resources to support all home networks, peripherals, and/or personal machines and devices. HOWEVER, time permitting, we are happy to TRY to answer any questions users may experience at home with MIT work machines. BUT for more complicated issues we have to see the machine. This is best accomplished by bringing in the machine to MIT. On a very special limited case by case basis if the users can work with us and users can’t bring in a machine, we can attempt to work with a relative off campus while the user is on campus with us so we can convey instructions to them and they to us to try to troubleshoot the issue.
e) With few exceptions we will NOT troubleshoot complicated issues over email. Due to differences in vernacular and terminology we have found that 90% of the time it leads to a frustrating experience for everyone involved.
If you are in this SHASS Section, your Liaison is
Section Liaison
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Anthro Carolyn Carolyn
GL JoJo
History Kathleen Kathleen
LIT Zach Zach
MTA Michelle Michelle
STS Adanna Adanna/Paree
WGS Sophia Sophia
GCWS Stacey
IV) Onsite Appointments
There are 3 situations where out-of-cycle onsite appointments can be scheduled: (please carefully note the specifics)
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