Self-Service Support (Level 0)
Client Self-Service Support Portal (Level 0) for Mav1 Clients
Welcome to the Systems Plus Self-Service Support Page — your one-stop resource to solve common IT issues quickly and independently.
This page acts as a self-service platform for routine IT issues.
Objectives covered:
1.) Resetting your own password
2.) Setting up or managing Multi-Factor Authentication (MFA)
3.) Submitting user access requests (add, modify, or remove users)
4.) Reviewing FAQs for quick answers
5.) Escalation of issues when additional help is needed
1.) Password Reset
If you’ve forgotten or need to change your password:
1. Visit Microsoft's password reset page at 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. If your username isn't correct, you may have difficulties in the password reset process.
Try a private/incognito browser, or switching to Microsoft Edge.
If unsuccessful, see the "Escalation" section below.
2.) Multi-Factor Authentication (MFA) Setup
Protect your account from unauthorized access by enabling MFA:
1. Visit https://aka.ms/mfasetup to begin the setup process.
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. We recommend that you store these safely in a physical, tamper-resistant location, like a safe or in a locked drawer.
If you lose access to your MFA device or code:
Email support@systemsplus.com for re-enrollment.
3.) 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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4.) 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.
5.) Escalation Process
If self-service options don’t resolve your issue, follow these escalation steps:
1.) Try Self-Service First
Confirm you’ve used all relevant guides in the Knowledge Base and FAQs.
2.) Contact Level 1 Helpdesk
Send an email to our email address below to reach out to our technicians, standing by and ready to help.
Email: support@systemsplus.com
Hours: Monday–Friday, 9:00 AM–5:00 PM
3.) Escalate to Level 2 Technician
If unresolved within one business day, please send an email and request escalation to a Level 2 Technician.
4.) Critical Issues (System Outage or Security)
Immediately notify your department manager or escalate to Level 3. We encourage you to call us at (603) 643-5800 and pressing the number key for Business Services.