The "Three Strikes and You're Out" policy

This is the policy for "unresponsive users":

• If you contact a student, note it in the ResNet Problem Report Form record in the Notes section with the date and your username. (Phone calls, white boards, in person, e-mail, voice mail, and skywriting are all acceptable forms of communication with a student.)
• If you do not hear from the student within a few days (2-3, maybe even 4 if it's over a weekend), contact the student again. (Note it, date it, and include your username.) Note in the record that this would be Strike Two.
Important note: Once you hear back from a student, the strike count resets back to zero
• If you do not hear from the student within a few days (2-3), contact the student again. (Note it, date it, and include your username.) Note in the record that this would be Strike Three.
• If you do not hear from the student within a few days (2-3), change the Priority of the record to Three Strikes. WebHelpDesk will reassign the record to the Associate Director of Technology Support Services and send her all of the information in the record.
• The Associate Director of Technology Support Services will contact the student. If she does not receive a response from the student within 24 hours, she will take responsibility for marking the problem resolved.

When you have completed a ResNet Problem Report Form record, do not forget to mark it as "resolved" and date it.

Records that are for campus-wide issues and have an answer like "called user and let her know that yes, Google Apps for Education was down for the world this afternoon" or "called user and let her know that yes, there was a network outage in her residence hall" should be marked as an Epidemic. Once the epidemic has been resolved, the student can be contacted and notified that the issue has been resolved. The record can then be closed. If the student has a new or related issue after the Epidemic has ended, it should be created as a new record.

Anonymous records can be resolved immediately because we do not have contact information available to follow up with the student.

Please leave a record open if the student will likely need assistance after she has been helped by the manufacturer (such as a new hard drive, requiring the Purple Packet, reinstallation of Office, reinstallation of VirusScan, etc.), we will contact the student to follow up on the status of the machine.

Kathy's additional comments about the "Three Strikes and You're Out" policy:

• WebHelpDesk will automatically change the alert status of a record if it has not been responded to in a timely manner. New records need to be responded to within 24 hours, or an alert will be triggered. Existing records will have alerts triggered after four days. Records involving hardware repairs will have alerts triggered after one week.

• Please note ALL contacts/interactions with students in the ResNet Problem Report Forms. I would like a detailed description of the issue and all of the steps taken to resolve it. When appropriate, please note comments and attitudes (positive and negative) expressed by the student. If you send e-mail to the student, include the entire message in your Note. If you schedule an in-room appointment with a student, include that in a Note. As parents continue to become more involved in their daughters' college lives, this is information that needs to be recorded for the protection of ResNet and Information Technology.

• The point of the Three Strikes policy is that you should not have to spend your time tracking down invisible users. If this is your hobby, however, I don't want to stop you from enjoying the hunt. (Just record something in the logs on a weekly basis as to the progress to let me know something is still going on.)