Mary sent this message today about Internet slowness:
Our HPL and City network teams are constantly engaged in finding a solution to our internet slowness. City IT keeps pointing to our SmartFilter as the culprit. Late yesterday afternoon, HPL went live on a 30 day test of WebSense Internet Filter. This 30 day test should help to confirm their suspicions; or cause them to look elsewhere for the problem. If it does prove their theory, then HPL’s IT department will recommend switching our filtering subscription to WebSense.
Please keep IT informed if our customers complain of sites blocked; or slowness in connectivity.
IT Helpdesk: • Telephone: 832-393-1570 • Email: HPL IT Helpdesk (HPL.HelpDesk@houstontx.gov).
Elva Alvarez Telephone: 832-393-2704 Email: elva.alvarez@houstontx.gov
Please share the following information in your email or phone call: (Helpdesk should ask you these questions)
1. Your Branch
2. Your name
3. Date of occurrence
4. Time it started
5. Time it stopped (Most recent problem would last 10 or 15 minutes and then go away for a while)
6. Connection type ( Staff computer, Public Computer and if Wifi or not.)
7. Notes: Anything you can tell us about what you or the customer was doing at the time.
8. Please keep a log and note trends if it is occurring the same time of day and share with IT and Team Leader.
Keep up the good job of trying to make every customer experience a positive one!
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