It helps us greatly if each school communicates requests for technical support through one person. This may be the principal, building level technical support person, or some other faculty of staff member designated by the principal to do so.

Please use the following "Requests for Technical Support /Trouble Ticket" procedure when technical support needs arise.

Our long term, preferred method for communicating requests for technical support is via e-mail to support@cdolinc.net.

When e-mail is not available, please use the enclosed form to fax your request to (402) 488-6525. Call in requests to the Education Office (402) 488-2040 with the information about the problem outlined on the enclosed form when neither e-mail or fax access is available. Always follow a fax with a phone call to (402) 488-2040 option 2.

Please remember that in some cases the equipment, which is causing a problem, may still be under warranty and calling the manufacturer should be your first line of defense. The technical support personnel for the company will need the date of purchase, model name/number, and the serial number of the equipment.

When it becomes necessary to communicate a request for technical support to us, your request will be acknowledged by either e-mail, a fax, or by phone. After reviewing the request, with attention to how many students, teachers, and administrators are affected by the problem, how long the problem has been occurring, what you and your building level technical support personnel and/or parent Technology Angels have tried, as well other factors, a priority level will be assigned to the request by us. Soon after we will communicate when someone will be contacting you to arrange resolution of the problem.

We have created an electronic Microsoft Word "Trouble Ticket" file, the same which has been printed out and is enclosed with this document, which can be filled out and sent as an attachment to an e-mail message sent to support@cdolinc.net. We will provide an electronic version of the "Trouble Ticket" to schools that currently have e-mail access and to any other schools who would like it.

We welcome your suggestions for improving the process and our support to you and your school.