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Frequently Asked Questions
Q: How do I contact the HelpDesk?
A: For clients of LISS Consulting that need technical support, use the contact information below or submit a ticket via the Support Request. Contacting the HelpDesk via e-mail or via the Support Form is best as your issue is automatically entered in our case management system.
helpdesk
lissconsulting.com | 
516.417.5511 | 
Support Request | 
vCard
Q: When e-mailing the HelpDesk, what information should I include?
A: Please include brief description of the issue in subject (i.e.: "website error") followed by details in message body. Please do not include LISS staff members individually in the "To", "Cc" or "Bcc" fields.
Q: I called the HelpDesk but no one was available. What should I do?
A: If no one is immediately available to take your call, please be sure to leave a message and a support technician will contact you shortly. Calling the HelpDesk repeatedly without leaving a message will most likely not result in a faster response to your issue.
Q: What are the normal business hours for the HelpDesk?
A: Your call will be handled by our HelpDesk staff during normal business hours of 8 am to 5 pm, Monday through Friday EST. After hours rates may apply to your support request, so please be sure that you are authorized by your company to contact the HelpDesk.
2012 Holiday Schedule
| New Year's Day (observed) | January 2 |
| Martin Luther King, Jr. Day | January 16 |
| Presidents' Day | February 20 |
| Good Friday | April 6 |
| Memorial Day | May 28 |
| Independence Day | July 4 |
| Labor Day | September 3 |
| Thanksgiving Day | November 22 |
| Christmas Day (observed) | December 25 |
Q: How does the HelpDesk work during after-hours?
A: If you contact the HelpDesk via phone after-hours, you will be prompted with two options; 1) leave a message or 2) be transferred to an on-call technician. If you matter is urgent, you may press 2 to locate a technician. If a technician is not immediately available to take your call, please be sure to leave a message and a support team member will contact you shortly.
Q: How do I get remote support?
A: At www.lisshelpdesk.com, for online support enter your 6-digit pin number below. If you do not have a pin number, call 516.417.5511 to have one generated for you.
Q: How do I identify the severity of my support request?
A: To make sure your request is prioritized correctly, LISS has established the following service request severity definitions:
• Severity 1 (S1): Your network is “down” or there is a critical impact to your business operations. CLIENT and LISS will commit all necessary resources around the clock to resolve the situation.
• Severity 2 (S2): Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected. CLIENT and LISS will commit fulltime resources during normal business hours to resolve the situation.
• Severity 3 (S3): Operational performance of your network is impaired while most business operations remain functional. CLIENT and LISS are willing to commit resources during normal business hours to restore service to satisfactory levels.
• Severity 4 (S4): You require information or assistance with product capabilities, installation, or configuration. There is little or no effect on your business operations.
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