SUPPORT PROCEDURES DURING COVID-19 ISOLATION
Fusion have put together the following procedures for supporting your school in the event of closures. This will ensure your teachers and learners can continue to get support from our team for their technology remotely.
Staff working from home
Teachers can log tickets for non-urgent issues as per usual by emailing email@example.com. The engineer will work through these tickets remotely. For any urgent issues call your regular Fusion engineer. If you don't have their mobile number handy please contact our service desk team on 09 573 2003 to be put through.
Student Support Phone Line
For any student device issues, parents and students will be able to get get in touch with us by phone during business hours (8:30am – 5pm) on 09 801 2800.
Callers follow the auto-attendant to select their related region.
One of the local engineers will pick the call up and assist with the issue.
If the line is busy or the call is made after hours a voicemail can be left. Voicemails will be monitored and cleared by team leaders regularly.
This number is also listed on the Fusion extension deployed to all student Chromebooks and Chrome browsers.
Chrome Remote Desktop for support student devices Fusion engineers will provide remote support to student Chromebooks via Chrome Remote Desktop extension to the device of a student who calls in. The software will be removed once the call is over so it is not used improperly. Teamviewer for remote support of staff devices In order to support you and your staffs’ devices remotely, Fusion use a remote access tool called Teamviewer. To start a Teamviewer Quick Support session, staff will be able to open the School Remote Support link at the bottom of the Fusion website. The link is also on the Fusion support extension deployed to all Chrome devices.
Physical repairs With the strict lockdown announced today we are working out the viability of Parents and students being able to drop devices off at a central location in each cluster. We will keep you updated as soon as a decision been made.
TECHNOLOGY TO ENABLE REMOTE LEARNING
Limit URL links Fusion have been working with your schools to ensure that Hangout Meets and Chromebook offline files are enabled as per Manaiakalani’s recommendations:
Fusion and LearnCoach level 1 NCEA courses Fusion has created several NCEA level 1 online courses available on Learncoach. These cover websites, databases, coding, robotics and gaming and allow students to gain NCEA level 1 credits. LearnCoach are currently offering free subscriptions for all users until the end of May. Please let us know if you’d like to get your school set up using these or find out more at LearnCoach: