The purpose of this document is to provide guidance to both Dedicated Desktop Support (DDS) staff as well as DDS-supported customers regarding how in-person appointments will be arranged and handled during COVID-19 mitigation efforts.
Arranging for in-person support when required, if possible
After all other remote support options are exhausted, DDS may arrange an on-campus appointment with you to perform work in-person. Due to the rapidly changing nature of this unprecedented situation, in-person support may at some point become difficult or impossible due to campus and/or building closures. We will make every effort to assist you while still adhering to the guidance communicated by campus and OIT leadership.
Beginning in the Fall 2020 semester, DDS will be leveraging satellite in-person meeting spaces on East Campus in the Marine Street Science Center. Because many of our customers are working remotely, we will ask you to meet us in these locations in an effort to reduce congestion on campus and to make it easier for both you and our techs to adhere to social-distancing guidelines. While we will have the availability to meet in a socially-distant manner on Main Campus, we will prefer the use of these new East Campus locations when possible. If there is a requirement to meet on Main Campus, a meeting will usually be scheduled in an open, common area of a building occupied by our staff.
In the interest of your health and safety as well as our staff, we will adhere to social distancing and sanitary guidelines as recommended by the campus and CDC. You can expect your DDS Professional to be wearing a face covering during your appointment with them. We ask that you do the same. If you or anyone in your household is sick or has been sick, we will not be able to provide service at this time.
Upon meeting, DDS will request that you set your computer down and move away to a safe distance (at least 6 feet per CDC recommendations).
We may also request permission to disinfect your computer with wipes. If permission is not given, we may explore alternatives such as gloves, leveraging our own peripherals such as mice and keyboards to perform work on your computer, or instructing you to perform steps yourself. We may also reserve the right to refuse support if social distancing, face covering and/or sanitary guidelines are not able to be followed.
Once DDS has completed work, we will return the computer to you. You will be asked to login and verify that we’ve resolved any issues and/or that the computer is set up and ready to use according to your preferences. As always, we’re here to help with any follow-up work that may be necessary.