Extension of Services to Remote Users during COVID-19 (Coronavirus)

 

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Extension of Services to Remote Users during COVID-19 (Coronavirus)

We’re working hard to support you and your team as the needs of your business continue to shift. As such, we would like to further explain how we plan on supporting your remote users during the COVID-19 Work From Home measures you've adopted.

Whether you had employees working remotely before this situation or not, we feel it’s important to share how we plan to support you and your team as they work remotely.

Most employees will fall into one of two categories: Those who use (1) business managed devices and those who use their (2) personal devices. Below you will find an explanation on how we are extending the service to both groups.

It is highly recommended that any personal computer meet the following minimum standard to protect your business network:

a) Be running a current and supported operating systems:

    • macOS versions: 10.13.6, 10.14.6 and 10.15.3 
      • To see what OS version your computer has — Click on the Apple in the upper left hand corner and click on “About this Mac”
    • Windows 10 version 1809, 1903, 1909
      • To get your Windows version — Press command + r and then type winver in the run window.

b) Be running an antivirus software. 

 

(1) Support offered on business managed devices:

  • The same level of support for this type of device is provided.

Example:

  • If there is a need to add a home printer and the user can’t, we will add the home printer. 
  • If there is a business application issue, such as with PS Suite, we would support it as if it was in the office. 

Requests not supported on business managed devices:

  • 3rd party apps that fall outside of normal business requirements. 

(2) Support offered on users’ personal devices:

  • VPN Service reliability  
  • Connectivity to remote servers (File Sharing or PS Suite EMR) 
  • (For Clinics) Install PS Suite EMR and Java 

Examples:

  • User tries to connect to VPN and it fails. SupportMyMac would verify that VPN Service is running. If VPN Service is confirmed working, then the issue would need to be investigated as a Billable Project to either the client or the business. This would need to be determined before the service is delivered. 

Requests not supported on user owned devices:

  • End user computer issues on personal computers. 
  • Installation of apps beyond the SonicWall Mobile Connect, Java or PSS. 
  • OS upgrades to meet minimum security standards. 
  • 3rd party apps that fall outside of normal business requirements. 

Any issues with the personal device beyond the supported items will a billable project to either the client or the business. This would need to be determined before the service is delivered. 

Users can submit support requests by emailing our help desk (helpdesk@supportmymac.ca), or through the portal (https://helpdesk.supportmymac.ca).

Our FAQ is also constantly updated with latest updates and client notices. It can be accessed here: 
https://helpdesk.supportmymac.ca/hc/

Thank you!

- The SupportMyMac Team


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