Ask
Dr Communities Help Desk
(Coming soon)
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Go
to HELP DESK
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We
believe in building relationships with our customers
based on mutual respect. |
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Support
Areas
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You use the “Ask
Dr Communities” Helpdesk to contact our helpful IT support
Personnel. To use this service, you need to register as
a FREE member. You can begin to solve your issues
or problems in the following areas once you are a member. To
serve you better, we are continuously expand our support areas:
 Computer:
Just Ask, We answer – in the following areas: computer hardware,
basic networking, Microsoft Windows OS, standard Windows Application
such as MS Office.
Internet:
This is a wide category. If you have general questions about hosting,
web site design, or use of Internet, please submit you questions.
This “Help desk” does not support developers or programmers.
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How
to use?
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Please
follow the instructions below:
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STEP
1 Submit issue: you can submit an issue (an issue
is a problem) to our support team.
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| Click “Submit
Issue”, select the appropriate “support group”, “platform” and “category”. |
| Change
the “Issue Priority” to reflect the following criteria: |
| We will
try to respond to you within the specified time frame. However, we
reserve a right to decide your issue priority.
Also, the response time frame is a target but not a commitment. |
| Priority |
Response
time |
Description |
| Critical |
8 hour
~ 3 days |
Prevents
a number of people from doing necessary work (e.g. Network
/ Server failure) or pose a security threat (e.g. Virus
alerts) |
| High |
3
days ~
1 week |
Likely
to prevent a number of people from doing necessary work
within a day, or preventing an individual from doing
necessary work. |
| Normal |
1
week ~
2 week |
Causing
inconvenience may prevent completion of necessary work
in the future. |
| Low |
1
week ~ 4 weeks |
Will
provide a better working environment and maybe some savings
in the longer term. |
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Please
also:
- Enter
a short description (or subject) of the problem.
- In the description area enter as much information as possible.
- Check the information entered and click “Submit Issue”
NB:
if you have made a mistake you can clear the form by clicking “Reset” and
starting again.
You
can attach your file, but, please limit your file size
to 500k.
If the
issue has been submitted successfully then you will receive
an “Issue” Number. There is no need to make
any note of this number as you can search for any “issues” you
wish at any time. Upon submitted the issue, you will receive
a notification email indicates you have successfully submitted
your issues or cases.
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| Step
2: Check open and closed issues |
Basically,
by clicking on the “My Open Issues”, you can
retrieve all outstanding issues (that is, issues waiting
to be resolved). The “My Closed Issues” keep
all your previous “questions and solutions”.
Thus, you can obtain solution if it is a repeating problem.
Click
the “Open Issues” to check the status of work.
To view the details of the “Open Issues”, click
on the subject. Note that once the issue has been assigned,
the IT supporter’s (IT administrator) username is
shown. You will also see actions taken by the helpdesk
team to resolve your issues. You can add any updates or
comments, if you wish.
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