Personal Device Troubleshooting: Employee Responsibilities

    At Robinson Park, we value the productivity and efficiency of our employees. In line with this, we have established a stance regarding personal devices (cell phones, tablets, laptops, desktops, printers, domains, email services, phone services, cloud accounts, etc).

This article outlines the limitations and scope on repairing, fixing, and troubleshooting personal equipment and/or services, as well as provides suggestions for seeking personal device and/or service repair solutions. These are also in line with security measures (both your personal security, and Robinson Park's), along with ensuring IT time and resources are properly invested in serving our company's needs, over personal needs.

Adhering to the spirit of the below documented is paramount to understanding the intent of this communication: IT time and resources must be fully invested in the company, the needs of its employees in order to conduct business, and maintaining company's assets without feeling unnecessary influence or pressure to behave outside of using IT resources for our company only.

Extension beyond personal property & services: into the property & services of our tenants, customers, partners, vendors, contractors, and others.

    Troubleshooting these devices and services are at the responsibility of the entity or individual who owns the equipment or account(s) experiencing problems. For example, if a customer of Robinson Park IT has struggles with making one of their devices work correctly with our technology that few to none others experience, please be reminded of the below.

Our Responsibility:

    Robinson Park IT recognizes the importance of accessing certain resources on personal devices, such as Teams messaging, company phones, & email. While we are committed to ensuring that these resources are accessible, it's essential to clarify that our primary focus is on equipment, devices, and services owned & operated by Robinson Park, not the personal equipment or services owned and operated by individuals.

Employee/Broker/Internal Responsibilities:

    Employees are responsible for the maintenance and repair of their own personal devices and services. Robinson Park IT will not provide fixes or solutions for issues related to the personal device's operating system, hardware, personalized or customized configurations, related services, or unrelated software/applications. Our support will be limited to the apps directly related to the software and services used and subscribed to by Robinson Park.

• Example: You use your phone's built-in email application (✉ Mail) instead of the Microsoft Outlook app. Your device is having issues with email. If you need assistance, Robinson Park will decline this request, as that application is not Microsoft Outlook, with which our business has an Office 365 subscription.

Personal Device Repair Options:

    If you encounter issues with your personal device, here are some suggested solutions and support options:

• Device Manufacturer Support: Reach out to the manufacturer of your device for assistance. They can provide guidance, troubleshooting steps, or direct repair services.
• Service Provider Support: Contact your service provider to inquire about any support they offer for device issues. They may have troubleshooting resources or repair options available. This includes but isn't limited to domains, email services, telephony, internet, computing, cloud, personal security, and more.
• Independent Repair Businesses: Consider seeking assistance from independent repair businesses. These businesses specialize in repairing a wide range of devices and can often offer cost-effective solutions.

Conclusion:

    Robinson Park IT aims to provide a productive work environment while recognizing the importance of personal device accessibility. In some cases, an employee's personal cell phone service bill is being reimbursed by the business. This does not mean IT is also responsible for repairing one's personal equipment in addition to that reimbursement.

Example: A decade's old employee approaches IT for support in getting their personal cell phone number ported from HeyT&T to P-Mobile so they can take advantage of a better pricing plan. After receiving successful guidance/solutions/fixes from IT because we had a few minutes to tackle a simple task, three months later the employee is having voicemail issues with their new provider, P-Mobile.

Instead of reaching out to P-Mobile, this person creates a ticket/sends an email seeking help, because we helped last time! Why is it any different now?

This is an unrealistic expectation, and outside of the scope of this document, and is arguably out-of-line with how Robinson Park's IT should be investing its time and resources.

We had a chance to help one's personal needs before. This not give license or freedom to expect IT's help for other personal situations expecting/demanding we help again. If we can help, we will help. Please understand, there are times we've more "irons in the fire" than we had last time and must focus on what's in front of us.

We will always help with all things directly aligned with Robinson Park.

    By adhering to this stance, employees can take responsibility for maintaining and repairing their own personal devices and services, while our business focuses on repairing its own devices and services. Remember to explore manufacturer support, service provider assistance, and independent repair businesses when facing device issues. If you have any questions or need further assistance, please reach out to a repair option outside of Robinson Park that best fits your needs.