Support Protocol

CONNECT Support Protocol

1. Direct all emails to the connect@unc.edu address.  If connect inquires come into the FPG Early Childhood Community Inbox, drop them in the FPG Connect Inbox.  (Tracy, Chi Ing and Jonathan will continue to monitor the FPG Early Childhood inbox).  This also means that if you received an email to your own personal address that you aren't sure how to handle, again, just forward it to the connect@unc.edu address.
   
2. All emails sent to connect@unc.edu will immediately be responded to with a standard auto-reply email.
3. Christine will read all emails and reply to those she is able.
• She will use templates to reply to commonly asked questions
• She will archive all emails that were responded to or needed no response in their appropriate folders (_archive/Comments-Feedback, Requests-resolved, TeamNotes)
• Where further action is required, she will create a task in the CONNECT folder and assign it to the appropriate team member.  She will also categorize the task as a general inquiry, bug/enhancement, or a faculty support issue.
  
4. The team member will receive an email notifying he or she that a task has been assigned to them.  He or she must accept the task.  After the person has responded to the email or completed the necessary task, he or she will mark the task complete, and file any emails accordingly. (_archive/Comments-Feedback, Requests-resolved, TeamNotes)