First Level Support
First Level Support Team
The First Level Support Team (FLST) is a volunteer group of Tellico Village Computer Users Club (TVCUC) members who are willing to share their time and knowledge to assist other members in the use and enjoyment of their computers. The objective is to help the less experienced users resolve problems that occur with their software or hardware. The FLST endeavors to provide such service as quickly as possible at no cost to the TVCUC member.
First Level Support includes problem definition, determination of probable cause and an attempt at resolution. This support may take place with a telephone conversation or in the TVCUC member's home in front of the problem computer. Resolution of the problem may include establishing or restoring settings, coaching the user in the installation or removal / reinstallation of application software or explaining to a TVCUC member how to perform certain operations. The FLST might be a valuable resource in the selection of features when considering the purchase of a new computer.
The objective is a quick definition of the problem, followed by the resolution within a time frame not exceeding two (2) hours, at no cost to the TVCUC member. At the conclusion of the FLST effort, if the problem is not resolved, the member would be referred to either another FLST member or to a qualified professional.
If the computer is under warranty, an extended service contract or the problem is a hardware-related problem, it is recommended that the TVCUC member contact the manufacturer, a local source of paid support or an area professional servicing that specific brand of computer.
The FLST does not open the computer case or install / reinstall the Operating System. The TVCUC can not sustain the liability for which professionals are paid.
Be prepared to describe the problem in detail so that an appropriately qualified volunteer can be contacted. In addition, you may be asked questions about your computer, such as; make features and age of computer, Operating System (version of Windows) or Internet service provider. If the support call pertains to peripheral equipment, access to related Service Manuals would be of assistance.
To obtain support, please call Joe Solymossy at 458-3834 or a designated backup.