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Information Technology (IT)

email from the IT support technician within 48 hours for non-urgent requests. If the request is urgent,
the requester must put URGENT in the subject of their email. These requests should receive a response
from a technician within 8-24 hours. Project staff may also use the online platform to submit tickets,
check ticket status, and see all correspondence and documentation related to the ticket at the following
url: https://xynergie.freshdesk.com/support/home.
Submitting tickets via the online portal gives the requestor the option to set a more specific priority level
other than the default Low setting given to all email requests that do not have “Urgent” in the subject
line. The online portal also gives users access to the Help Desk Knowledge Base which has information
regarding iPhone E-mail setup and how to prevent phishing emails.
The IT Department may also recommend to the Project that an IT Department staff member or IT
consultant travel to the field office location if problems are identified or significant new services are
requested that cannot be appropriately addressed through telephone or e-mail correspondence.

Policy on Personal Use of IT Equipment/Software
The PM and all the staff are responsible for maintaining the physical security of Vysnova Partners
computer resources under their control and for protecting the integrity and privacy of the data
maintained on them by the appropriate use of lockdown devices, password-controlled access, data
encryption, virus protection software, and routine backup procedures. Vysnova Partners reserves the
rights to inspect all data and to monitor the use of all its computer systems, and as such, computers,
or workstations. Vysnova’s right of access to personally owned computing devices will be limited to
Vysnova’s personnel or business information and applications important to maintaining security over
that information, including, but not limited to anti-virus software, operating systems, etc. Vysnova
reserves the right to remotely access, monitor, control, and configure computers or workstations and
any software residing on them as allowed by the Vysnova customer/polices. Non-compliance with this
policy is subject to management review and action, up to and including termination of employment,
vendor contract and/or legal action.

Maintenance and Back-Ups
All work-related data (i.e., documents and spreadsheets) will be backed up daily and is generally saved
on an US compliance cloud backup server. All files should be saved on the Vysnova Shared Drive (i.e.
currently OneDrive) unless a local file server is required by the client. In that case, the IT Department will
assist the PM in establishing a data back-up plan and procuring the necessary equipment in case of any
restore operations.
Regular IT maintenance is also required of every field office/project. Most maintenance is done in the
background; however, IT Dept. will coordinate a time with project staff to conduct maintenance and
security procedure if a reboot is required. If the Field office would like to request a comprehensive sweep
and scan of the machines on your network as part of any special request This will be performed by the
IT Dept in coordination with the local resource.
The following are some of the tasks performed regularly on the Vysnova Field office computers and
network:

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