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Juliano Santos

jsantos@getalpha.ca

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Basic Troubleshooting Before Calling ALPHA IT

Published September 17th, 2024 by Juliano Santos

PURPOSE To guide customers through basic troubleshooting steps that can be performed prior to contacting IT Support, ensuring minor issues are resolved quickly, thereby reducing downtime. SCOPE This SOP applies to all customers using computer systems who experience technical issues. PROCEDURE Step 1: Restart Your Computer Save all open work

Steps to Follow in Case of a Suspected Breach

Published October 23rd, 2024 by Juliano Santos

PURPOSE Establish a clear and effective response procedure in the event of a suspected or confirmed breach. This ensures the protection of sensitive information, and minimizes the impact of the breach. SCOPE This article applies to all employees, contractors, and third-party service providers who have access to the organization's systems, networ

SLA - Onsite Required IT Interventions

Published February 11th, 2025 by Juliano Santos

Purpose The purpose of this document is to establish a clear framework for identifying situations that require onsite IT support, ensuring that interventions are timely, appropriate, and efficient. By defining these conditions, the document aims to: Enhance IT productivity and user satisfaction by providing tailored solutions that address the unique