Tickets may be submitted the following ways:
As soon as the decision has been made to hire a new employee, please provide advance notice of at least 48 hours so that a user can be created and any user data needing to be moved from other devices or user accounts can be moved. The more notice provided, the higher the success rate on a smooth transition for your company and the new employee.
If a new device is being issued, please provide 72 hours’ notice to ensure time to prepare and update the device before it is issued to the new user. If the new employee needs access to data a previous employee had access to, Lightwire will need to know 1) the name of the former employee and 2) what device the former employee used.
New employee setup requests should be made by an authorized contact in Human Resources or Management by filling out the New User Request form located under support forms in the remote client or by clicking here.
If an employee is going to be terminated or separated for any reason, please provide advance notice including 1) name, 2) date of dismissal and 3) time of dismissal in order to ensure that the employee’s access to the network is disconnected at the exact time requested. The more notice provided, the higher the success rate on blocking access to unauthorized users and maintaining network security.
If advance notice is not available, submit a ticket as soon as possible to ensure the user services are disabled for that user and the user no longer has access to the network. Please refer to the New Employees section when a new employee has been hired in order to ensure all documents and data are transferred to the new user.
Employee removal and new employee requests should come from an authorized contact in Human Resources or Management by filling out the User Removal Form located under support forms in the remote client or by clicking here.
While setting up your account, we will ask you to fill out the Authorized Decision Makers form. This allows you to delegate permissions to your employees for work approvals, purchase approvals, and policy changes.
When adding or removing employees in your organization, a new form will be required and will supersede all previous ADM forms. Please supply the employee’s name, title, direct phone number, and email. This will help us be aware of the employees who have the approval to make changes to your account and will improve the efficiency of workflow.
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Would you like the ability to remotely wipe a lost or stolen device? Using Absolute Data Protection we can remotely wipe or freeze a device. This is helpful for lost, stolen, or rogue devices. The device will be wiped to the Department of Defense standard to ensure no data can be recovered.