CONTOSO CORPORATION
IT SUPPORT POLICY DOCUMENT

Effective Date: January 2026
Version: 2.0

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1. PASSWORD RESET POLICY
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All password reset requests must be submitted through the IT Support portal or by calling the IT helpdesk.

Process:
1. Verify your identity using your employee ID and security questions
2. Password resets are typically completed within 15 minutes during business hours
3. You will receive a temporary password via SMS or email
4. You must change the temporary password on first login
5. New passwords must meet complexity requirements:
   - Minimum 12 characters
   - Include uppercase, lowercase, numbers, and special characters
   - Cannot reuse last 5 passwords

Self-Service Option:
- Employees can reset passwords through the self-service portal at https://password.contoso.com
- Requires prior enrollment in multi-factor authentication

Emergency Resets:
- After-hours emergencies: Call +1-800-555-HELP
- Critical system access: Contact your manager for escalation

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2. SOFTWARE INSTALLATION REQUESTS
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All software installations must be approved and performed by IT staff.

Standard Software:
The following software is pre-approved and can be requested through the IT portal:
- Microsoft Office Suite
- Adobe Acrobat Reader
- Zoom
- Microsoft Teams
- Google Chrome
- Mozilla Firefox
- 7-Zip
- VLC Media Player

Custom/Specialized Software:
1. Submit request through IT Support portal
2. Provide business justification
3. Manager approval required
4. Security review (2-3 business days)
5. License procurement (if needed)
6. Installation scheduled within 5 business days of approval

Process Timeline:
- Standard software: 1-2 business days
- Custom software: 5-10 business days
- Enterprise software: 15-30 business days

Open Source Software:
- Requires security team approval
- Submit Software Assessment Request form
- Include link to source code repository
- Allow 5-7 business days for review

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3. HARDWARE TROUBLESHOOTING
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PRINTERS:
Common Issues:
- Paper jams: Clear paper path, check for torn pieces
- Not printing: Check connection, restart printer, verify queue
- Poor print quality: Run cleaning cycle, check ink/toner levels
- Color issues: Calibrate printer, check color settings

Escalation: Contact IT helpdesk if issue persists after basic troubleshooting

MONITORS:
Common Issues:
- No display: Check cable connections, power source
- Flickering: Check refresh rate settings, try different cable
- Wrong resolution: Adjust display settings in operating system
- Dead pixels: Document and report for warranty replacement

KEYBOARDS/MICE:
Common Issues:
- Not responding: Check USB connection, try different port
- Wireless not working: Replace batteries, re-pair device
- Keys not working: Clean keyboard, check for physical damage
- Erratic mouse movement: Clean sensor, try different surface

LAPTOPS:
Common Issues:
- Won't power on: Check battery charge, try AC adapter only
- Overheating: Ensure vents are clear, use on hard surface
- Slow performance: Close unnecessary programs, restart device
- Battery not charging: Check AC adapter, update BIOS

Hardware Replacement:
- Submit request through IT Support portal
- Include device serial number and problem description
- Standard replacements: 2-3 business days
- Loaner equipment available for urgent needs

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4. NETWORK AND VPN ACCESS
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VPN Access:
- All remote workers must use company VPN
- Download VPN client from IT portal
- Use your network credentials to connect
- Report connection issues immediately

Network Troubleshooting:
1. Check physical connections
2. Restart network adapter
3. Run network diagnostics tool
4. Contact IT helpdesk if issue persists

WiFi Issues:
- Preferred network: Contoso-Corporate
- Guest network: Contoso-Guest (limited access)
- Conference rooms: Contoso-Meeting
- Report dead zones to IT for coverage improvement

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5. EMAIL AND COMMUNICATION TOOLS
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Email Issues:
- Cannot send/receive: Check internet connection, verify account status
- Mailbox full: Archive or delete old emails
- Spam/phishing: Do not click links, forward to security@contoso.com
- Out of office: Configure through email client settings

Microsoft Teams:
- Preferred communication tool for internal messaging
- Video calls: Ensure camera/microphone permissions are enabled
- Screen sharing: Use "Share specific window" for sensitive data
- Recording meetings: Only with participant consent

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6. SECURITY AND ACCESS MANAGEMENT
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Multi-Factor Authentication (MFA):
- Required for all accounts
- Enroll through https://mfa.contoso.com
- Supported methods: Authenticator app, SMS, phone call
- Backup codes available for emergencies

Access Requests:
- Submit through IT Security portal
- Manager approval required
- Follows principle of least privilege
- Access review every 90 days

Locked Accounts:
- Automatically locked after 5 failed login attempts
- Self-service unlock: https://unlock.contoso.com
- IT helpdesk can unlock immediately if needed

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7. DATA BACKUP AND RECOVERY
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Automatic Backups:
- Desktop/laptop files: Backed up nightly to cloud storage
- Network drives: Continuous backup
- Email: Retained for 7 years

File Recovery:
- Recent files: Check recycle bin first
- Deleted files: Submit recovery request (available for 30 days)
- Older files: Contact IT for archive retrieval (2-3 business days)

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8. MOBILE DEVICE MANAGEMENT
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Company Phones/Tablets:
- Must be enrolled in MDM system
- Security policies enforced
- Lost/stolen: Report immediately to IT Security
- Remote wipe capability for data protection

BYOD (Bring Your Own Device):
- Optional enrollment for email access
- Separate work profile created
- Company data isolated from personal data
- Can be remotely wiped (company data only)

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9. SUPPORT HOURS AND CONTACTS
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IT Helpdesk Hours:
- Monday-Friday: 7:00 AM - 7:00 PM (Local Time)
- Weekend/Holiday: Emergency support only

Contact Methods:
- Phone: +1-800-555-HELP (4357)
- Email: itsupport@contoso.com
- Portal: https://support.contoso.com
- Chat: Available through company intranet

Response Times:
- Critical (system down): 30 minutes
- High (major impact): 2 hours
- Medium (limited impact): 4 hours
- Low (general questions): 1 business day

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10. TICKET SUBMISSION GUIDELINES
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When submitting a ticket, please include:
- Your name and employee ID
- Location/office
- Contact phone and email
- Detailed description of the issue
- Any error messages (screenshots helpful)
- Steps to reproduce the problem
- When the issue started
- What you've already tried

Priority Levels:
- Critical: System completely down, security incident
- High: Major functionality unavailable, multiple users affected
- Medium: Partial functionality issue, workaround available
- Low: Minor inconvenience, information request

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END OF DOCUMENT
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For questions about this policy, contact:
IT Policy Manager
itpolicy@contoso.com
