Self-Service Support (Level 0)

# 🌐 Client Self-Service Support Portal (Level 0) for Mav1 clients only

Welcome to the **Systems Plus Self-Service Support Page** — your one-stop resource to solve common IT issues quickly and independently.

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## 💡 What You Can Do
Use this page to manage routine IT tasks without waiting for technician assistance:

✅ Reset your own password  
✅ Set up or manage Multi-Factor Authentication (MFA)  
✅ Access the Knowledge Base for step-by-step guides  
✅ Submit user access requests (add, modify, or remove users)  
✅ Review FAQs for quick answers  
✅ Escalate issues when additional help is needed

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## 📘 Knowledge Base Access
Our **Knowledge Base** contains illustrated, easy-to-follow guides on:
- Logging into company portals and web applications
- Setting up Microsoft Outlook and Office tools
- Contacting IT Support for help

👉 **Tip:** Check the Knowledge Base before opening a ticket — it covers most common scenarios.

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## 🧭 Step-by-Step Guides

### 🔑 Password Reset
If you’ve forgotten or need to change your password:
1. Go to **[passwordreset.microsoftonline.com](https://passwordreset.microsoftonline.com)**
2. Verify your identity (via email, SMS, or Authenticator app)
3. Create a new secure password (minimum 12 characters, mix of upper/lowercase, numbers, and symbols)
4. Log in using your new password

**Troubleshooting:**  
- Check your username and recovery details  
- Try a private/incognito browser  
- If unsuccessful, see the **Escalation** section below

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### 🔐 Multi-Factor Authentication (MFA) Setup
Protect your account by enabling MFA:
1. Visit **[aka.ms/mfasetup](https://aka.ms/mfasetup)**
2. Sign in with your Systems Plus credentials
3. Choose a method:
   - Microsoft Authenticator app *(recommended)*
   - Text message (SMS)
   - Phone call verification
4. Complete setup and save your backup codes securely

**If you lose access to your MFA device:**  
Email **support@systemsplus.com** for re-enrollment.

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### 👤 User Access Requests
Submit requests to add, modify, or remove user accounts:
1. Open the *User Access Request Form* on the Support Portal
2. Select an action:
   - **Add User:** New team member details
   - **Modify User:** Update roles, permissions, or departments
   - **Delete User:** Indicate termination date and compliance confirmation
3. Submit for manager approval
4. Approved requests are processed within **1 business day**

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## ❓ Frequently Asked Questions

**Q: My password reset keeps failing. What should I do?**  
A: Double-check recovery details and retry. If still failing, contact Support.

**Q: Do I need a smartphone for MFA?**  
A: A smartphone with the Microsoft Authenticator app is best, but text or call options are available.

**Q: How long does a user access change take?**  
A: Most are completed within one business day after approval.

**Q: When should I escalate?**  
A: If locked out, facing repeated errors, or suspecting a security issue.

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## 🚨 Escalation Process
If self-service options don’t resolve your issue, follow these escalation steps:

### 1️⃣ Try Self-Service First
Confirm you’ve used all relevant guides in the Knowledge Base and FAQs.

### 2️⃣ Contact Level 1 Helpdesk
📧 **Email:** [support@systemsplus.com](mailto:support@systemsplus.com)  
🌐 **Portal:** [Submit a Ticket](https://portal.example.com)  
🕒 **Hours:** Monday–Friday, 9:00 AM–5:00 PM

### 3️⃣ Escalate to Level 2 Technician
If unresolved within one business day, re-open your ticket and request escalation to a **Level 2 Technician**.

### 4️⃣ Critical Issues (System Outage or Security)
Immediately notify your **department manager** or escalate to **Level 3 Engineering/Administration** through the portal.

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## 🎯 Outcome
By using the Self-Service Portal, you can:
- Solve routine issues faster  
- Minimize downtime  
- Keep operations secure and efficient  

**Goal:** Empower every Systems Plus user to resolve technical issues confidently — while keeping IT resources focused on complex, high-impact support.