1. Your IT Support Partner
Welcome to
Your IT Support Partner

2. 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.

3. 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 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.

4. 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
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

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

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

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

8. 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 Address –Your office 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.

9. 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.

10. 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 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.

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