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Don't Forget That Things Will Eventually Need Fixing

The last bit of information you'll need for your toolbox is what to do when things go wrong:

  • Who provides outside support? Can you reach them? Are they qualified? Do you have a contract?

  • Who provides your Internet access?

  • Are any machines still under warranty? By whom? For how much longer?

  • Who do users call when they have a problem? If you have an in-house help desk, how familiar are staff members with the systems they support? Do they need training? Do users have a feedback system to let you know if they're getting a good level of support?

  • Where do you go to get answers to questions you don't know? Do you have a good reference library? Do you have appropriate Web links? Do you have access to an automated support system (such as Microsoft TechNet)?

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