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<p class="pgtitle">Response Guide</p>

<p>If there is a server problem, or something time-sensitive that must
be done by the system administrator (me), phone me at
<b>250-551-0277</b>.</p>

<p>If the ticket suggests that there may be something wrong with the
server (eg. can't connect to mail server), use your own account to
verify that the server is working.

<ul>

<li>If the server <i>is</i> broken, you should alert the system
administrator; add a note to the ticket saying that you have confirmed
that there is a problem; and, if possible, figure out why the server
is broken and tell the system administrator what to do to fix it.</li>

<li>If the server is <i>not</i> broken, tell the customer that the
server is OK, figure out where the problem is (customer, domain name,
or account), and suggest some solutions.

</ul></p>

<p>

If the ticket asks how to do something, and you know how to do it, try
to give specific instructions which suit the customer's apparent level
of expertise.

<ul>

<li>Perhaps the customer did not read the FAQ.  If you can tell that
this is the case, politely refer to the appropriate FAQ page.  After
referring to the relevant section of the FAQ, you should add something
like this: "If you have tried the solution offered in the FAQ, and you
still have problems, please let us know how far you got and what
happened so we can offer more assistance."

<li>Perhaps the customer tried the solution shown in the FAQ, but it
didn't have the desired effect.  This can be caused by a problem with
the server, an error in the FAQ, or an error on the user's part.

</ul></p>

<p>

Sometimes you can't tell what the customer is trying to do.  Perhaps
the ticket doesn't give enough information, or the wording is so
strange that you can't be sure that you understand what the customer
is trying to explain.  Ask specific questions and rephrase the problem
in specific terms.  Examples:

<ul>

<li>What is the email address you are trying to log in to?

<li>I'm not sure what you mean.  Do you want to set up a mailing list,
so that several different people receive a copy of each incoming
message?  Or do you want to set up many different email addresses at
once?

<li>Are you using webmail (http://example.kics.bc.ca/tools/webmail/)
or are you using an email program on your own computer, like Outlook
Express?

</ul></p>

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