New Client Welcome Information
Hello and welcome to West Coast Networking, we are excited to have you on board. Let’s go over a few things that will help us assist you better.
In order for your computer to receive patches and stay up to date, it is very important that you do not turn off your computer. Instead, please log out of your computer when you are done for the day. This will ensure that your computer is always receiving all the updates and remaining secure.
When we installed our agent on your computer, we also installed an easy way for you to contact us in the form of a system tray icon. It looks like this:
You can find the system tray icons in the lower right corner of your screen:
If our icon is not immediately visible, you will have to click the up arrow to see the icons that have been hidden by Windows:
And there is our icon:
When you click on our icon, you will be presented with a number of options:
Let’s go over these one by one:
This option will send an email to firstname.lastname@example.org with some relevant information already filled in such as what computer you are on and what company you work for. All you will need to do is fill in what the problem is and click send.
If your internet connection is currently down, please do not use this option as this requires the internet and will not be sent to us until the internet connection returns. Please call the office: 760-674-9970
This option will do the same as the first option, but will also include a screen shot of what is currently on your screen. This is useful when you are getting an error you need to show us. We will ask you to use this on occasion to get a better understanding of what the exact issue you are experiencing is.
This next option is what you should use if you need to contact us outside of normal business hours of Monday through Friday, 8am to 5pm. It provides the same information as using the “Email Support” option, but it also lets us know that this is an emergency and needs to be addressed right away.
This is our phone number. Our regular business hours are from 8am to 5pm Monday through Friday. Should you need to get a hold of us outside of our regular business hours, please use the email option and one of us will contact you as soon as possible.
This is your computer name. This one’s name is K-17. When we need to get connected to your computer, we will ask you for your computer name.
There is one more piece of software that was installed as well. It is Sentinel One. The system tray icon looks like this:
Sentinel One is your antivirus. Please do not tamper with this icon as it could cause issues with your computer.
If you are attempting to visit a website and receive this message:
This means that the website you are attempting to reach has been blocked by us. This is usually due to the site being dangerous to access for one reason or another. If you feel this is an error, use the “Email Support with Screenshot” option from the tray icon. This will show us the website you are trying to access. It would also be a good idea to describe what the site you are trying to access is. This will help us figure out why the website is being blocked.
Should we connect to your computer for any reason, you will see this pop up in the lower right corner of your screen:
This will tell you that we are connected and which agent is connected to you.
That pretty much covers all the basics. Should you have any questions, please feel free to email us or give us a call. We are always happy to help.