Your IT Support Partner Welcome to Your IT Support Partner

Introduction Welcome to LaneSystems, we are your IT Support provider taking away the daily stress brought on by computers. Our aim is to allow you to focus your time and energy on meeting your key roles and responsibilities without worrying about your IT. Operating as your in-house IT department we work closely with you to ensure you get the best use from your technology in the work place. Covering all of the IT within your organisation from simple software matters through to any larger IT systems. Please contact us regarding any IT issue however small you may think it is. The following slides will introduce how to report a fault through our online fault logging portal.

Reporting A Fault You have an IT fault, this would normally require a laborious phone call and speaking to a technical assistant but not any longer. We have developed an online fault logging portal making reporting an IT fault or requesting a service simple and hassle free. Visiting our website at www.lanesystems.co.uk you can gain access to your unique client area on the portal with your secure username and password. As the user, you are able to give the fault/request a severity level, setting a time frame for completion . The fault severity is based on how each fault effects you completing your daily tasks.* The following slides will walk you through how to log a fault from opening the web page to submitting the fault. * LaneSystems have the right to amend the fault severity if it is not practical.

How to Report Step by Step Guide To access the fault logging portal please open your internet browser and go to LaneSystems website using the URL www.lanesystems.co.uk. Once the website has been loaded, please click ‘Log A Fault’ then enter your login details for your portal as shown below and click ‘Sign In’. Your login details are: Username: Password: If you have any issues please contact Jonathan on 01740 623 582.

Enter you login details here & click ‘Sign in’ Step 1: Logging in Click ‘Log A Fault’ Enter you login details here & click ‘Sign in’

Step 2: Reporting A Fault Click ‘Log A Fault’

Step 3: Reporting A Fault – Completing the Form Please see the next slide for details about the form.

The fields to be completed are: Step 3: Continued The form contains key data fields to allow LaneSystems the ability to deal with the fault logged swiftly and in the necessary manner.   The fields to be completed are: User Name: Please enter the username that you use when logging on to your computer. Computer Name: If the computer has a sticker on it displaying a specific computer name please enter this, if not please enter your username again. Fault Area: The fault area is a drop down box containing 10 fault areas that let you choose the area most suited to your fault, this will aid LaneSystems to quickly identify the fault. Fault Severity – The severity level is how greatly the impact of the fault is stopping you from completing your work duties. Time frames are explained in a later slide. Department – The department refers to the office or business area you work in within your organisation. Your Email Address –Your office email address should be entered to allow for communication between yourself and LaneSystems. Contact Number – The contact number LaneSystems can contact you on should a telephone call be needed. Once the form is complete please click ‘Send Report’, this will log your fault on the system.

Step 4: Fault Logged Once the fault has been logged you will be taken to a screen informing you that your fault has been successfully reported.

Fault Severity Time Frames Explained Level Detail Immediate Response Resolution Period Example Critical An issue preventing all users within an office from undertaking all business activities Yes Site visit within 1 Hour*. Diagnosis and set out plans for temporary solution 3 Hours. The company/office server goes down stopping users logging on to their computers. High An issue affecting an individual user from undertaking all business activity. No 4 Hours to diagnose and repair or implement a temporary solution. An individual computer has failed. Medium An issue impairing the use of a certain application where no workaround can be found by the user. 8 – 16 Hours The email software on an individual computer fails to operate or the user can no longer carry out their job. Low An issue impairing the ability of an individual to carry out some computer based application. A workaround can be found by the user. 35 Hours Slow download speed over network.

General Contact & Social Media Head Office Alexander House, Butterwick Road, Fishburn, Stockton-on-Tees, TS21 4AR 01740 623 582 Gateshead Office First Floor, The Davidson Building, Swan Street, Gateshead, Tyne & Wear, NE8 1BG 0191 597 2626 LaneSystems can be found both on twitter and LinkedIn. Please follow the company for updates and information. @lanesystems LaneSystems Ltd