Welcome to

Your IT Support Partner

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.

Reporting A FaultYou 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 www.lanesystems.co.uk 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.

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 www.lanesystems.co.uk .

Once the website has been loaded, please enter your login details for your portal as shown below and click ‘Sign In’.

If you have any issues please contact Daniel on 01740 623 582.

Step 1: Logging in

Enter you login details here & click ‘sign in’

Step 2: Reporting A Fault

Clicking ‘Report a Fault’ will navigate you to the form where your are able to report your fault.

Click the text to ‘report a fault

Step 3: Reporting A Fault – Completing the form

Please see the next slide for details about the form.

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 Email Address –Your office email 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.

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.

Fault Severity Time Frames Explained

SeverityLevel Detail Immediate

ResponseResolution

Period Example

CriticalAn issue preventing all users within an office from undertaking all

business activitiesYes

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.

HighAn issue affecting an individual user from

undertaking all business activity.

No4 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.

No 8 – 16 HoursThe email 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.

No 35 Hours Slow download speed over network.

Customer Satisfaction Surveys

LaneSystems constantly aims to improve the level of service its operators provide, whilst ensuring our clients are always happy with the level of service provided.

To enable us to meet these aims you will often be asked to fill in a short survey about the technician who helped you. We ask that you please fill in the questionnaire for the fault that was dealt with by the specific technician.

The questionnaires take no more that 2 minutes to complete but provide a vital tool in staff development and customer care.

Thank you in advance for taking the time to complete our surveys.

General Contact & Social MediaOffice Number: 01740 623 582Support@lanesystems.co.ukwww.lanesystems.co.uk

LaneSystems can be found both on twitter and LinkedIn. Please follow the company for updates and information.

@lanesystems LaneSystems Ltd