Mineral Wells Independent School District

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Tech Support

How to get technical Support
(login with your normal MWISD ID and password to create a ticket)
 
  • Call the morning help desk >>> x5100 or 940-327-5100 (7:30 am - 10:30 am weekdays)
 
  • Self-serve knowledge base >>> Search or browse knowledge base articles 24/7  - IN PROGRESS
https://mwisd.freshdesk.com and select the 'solutions' tab at the top.

 

 

Ticket prioritization guidelines

Urgent:

  • Campus wide or district wide outage
  • Whole wing or hall impacted at campus
  • Lunch room computer down
  • PEIMS related

High:

  • Situation is time sensitive due to deadline or other critical reason
  • Over half of devices in a classroom are unusable
  • Over ¼ of devices in a lab or cart are unusable

Medium:

Default - Normal level

Low:

  • Event setup category (must submit 5 business days in advance to ensure setup)
  • Quote request category

 

Ticket Escalation process

If a campus has a ticket that would qualify as High or Urgent status, in addition to opening a ticket, please also have a campus administrator or office text your campus technician and David Oestreicher so we can be sure to be aware of it quickly.

 

If a campus has opened a ticket that we consider a Medium level but that the campus administration feels should be prioritized higher, please have a campus administrator e-mail your campus technician.  This should be the exception and not the norm.