Overview

This walkthrough covers Hardware Quick Fixes — a few simple steps you can try on your own before submitting a ticket, and a clear guide for when it’s time to reach out for support.

Before You Submit a Ticket

Try these quick fixes first — they resolve a large percentage of common hardware issues:

1. Restart your computer — A restart clears temporary glitches and reconnects key services
2. Make sure system updates are complete — If your computer is mid-update, hardware drivers and connections can behave unpredictably until everything finishes
3. Disconnect and reconnect your peripherals — This includes your keyboard, mouse, headset, webcam, monitor, or docking station. Reseat the cable firmly and try a different USB port if possible

When to Submit a Ticket

Please submit a ticket if any of the following are happening:

• The system does not recognize the hardware — for example, a device isn’t showing up at all
• The hardware is not functioning properly — it’s detected, but it isn’t working the way it should
• You’re experiencing hardware capability issues — such as performance limits, compatibility concerns, or the device can’t meet what you need it to do
• The hardware fails to work consistently or completely

When submitting, please title your ticket “DKBcares Question” if you have a general question about any of the above.

If you have any questions, feel free to reach out to the DKB team!

Overview

This walkthrough covers Apps and Answers — how DKBInnovative handles application support, manages vendor relationships on your behalf, and helps you get unstuck quickly when something isn’t working.

Application Support

If a supported application is freezing, throwing errors, running slow, or not behaving the way it should, our Service Desk can handle it. If it’s an application we don’t directly support, you’re still not on your own — we’ll help you identify the best next step so you’re not wasting time figuring out where to go or who to contact.

Vendor Management

Many application issues aren’t actually a “you” problem — they’re tied to a vendor system, licensing, or a service outage. When that happens, DKBInnovative acts as your primary liaison with your technology vendors. What that means for you is simple: open a ticket and we’ll help coordinate communication and keep things moving. You’ll also be able to watch the progress as the issue is worked through.

When to Submit a Ticket

Submit a ticket if any of the following apply:

• An application isn’t functioning correctly
• You can’t access an application
• An application won’t let you log in

Quick tip: When submitting your ticket, include the app name, what you were trying to do, and any error message you see. That small detail can cut down resolution time significantly.

If you have any questions, feel free to reach out to the DKB team!

Overview

This walkthrough covers Apps and Answers — how DKBInnovative handles application support, manages vendor relationships on your behalf, and helps you get unstuck quickly when something isn’t working.

Application Support

If a supported application is freezing, throwing errors, running slow, or not behaving the way it should, our Service Desk can handle it. If it’s an application we don’t directly support, you’re still not on your own — we’ll help you identify the best next step so you’re not wasting time figuring out where to go or who to contact.

Vendor Management

Many application issues aren’t actually a “you” problem — they’re tied to a vendor system, licensing, or a service outage. When that happens, DKBInnovative acts as your primary liaison with your technology vendors. What that means for you is simple: open a ticket and we’ll help coordinate communication and keep things moving. You’ll also be able to watch the progress as the issue is worked through.

When to Submit a Ticket

Submit a ticket if any of the following apply:

• An application isn’t functioning correctly
• You can’t access an application
• An application won’t let you log in

Quick tip: When submitting your ticket, include the app name, what you were trying to do, and any error message you see. That small detail can cut down resolution time significantly.

If you have any questions, feel free to reach out to the DKB team!

Overview

This walkthrough covers Customer Satisfaction — what the post-ticket survey looks like, when it’s sent, and how your feedback is used to improve the support experience going forward.

Customer Satisfaction Survey

After a support ticket is closed, you may receive a Customer Satisfaction Survey — also called a CSAT survey. It’s designed to be quick, usually one to five minutes, and helps us measure how well we supported you. You’ll see rating options including:

• Awesome — The issue was handled smoothly, with good communication, clear next steps, and a resolution that worked
• Just Okay — Something didn’t fully meet expectations, which flags areas for us to review and improve
• Bad — Something fell short — whether it was speed, clarity, follow-through, or the final outcome — so we can address it going forward

Your CSAT Score

You may hear us reference a CSAT score — that’s simply the overall measure of customer satisfaction based on survey responses. CSAT is a widely used benchmark across industries, including Fortune 500 companies. We track it to make sure we’re delivering a support experience that’s not just functional, but consistently high quality.

Why It Matters

When you receive the survey, please take a moment to complete it. Your feedback directly helps us improve the support experience for you and your team.

If you have any questions, feel free to reach out to the DKB team!

Overview

This walkthrough covers Secure AI — why it matters, what the real risks are, and the simple habits that keep your work and your company’s data protected.

AI Is Already in the Workplace

AI adoption isn’t coming — it’s already here. Across managed business environments, tools like ChatGPT and Claude are widely used, and a high volume of files are being uploaded, including PDFs, Word documents, and spreadsheets. The question isn’t whether people are using AI. The question is whether business data is protected while they do.

The Risk: Shadow AI

When employees use free consumer AI tools on their own, it can create what’s called Shadow AI — AI usage without organizational controls. That introduces real risk:

• Sensitive information can leave your environment — client data, financials, internal plans, HR info
• There may be no governance — meaning no clear rules or safeguards in place
• Often there’s no audit trail — so it’s hard to know what was shared, when, and by whom
• There’s limited ability to control access across teams

Safe Practices to Follow

Here are a few simple habits everyone can put into practice right away:

• Pause before you paste or upload — If it’s confidential, regulated, client-specific, or internal-only, don’t put it into a consumer AI tool
• Don’t upload sensitive documents — This includes contracts, financial spreadsheets, HR records, client lists, or anything with personal information
• Use approved tools and approved accounts — Avoid personal logins for work-related tasks
• When in doubt, ask first — Submit a ticket or check your company’s guidance if you’re unsure what’s allowed

The Right Way to Use AI

The goal isn’t to block AI — it’s to manage it safely. Many organizations choose a secure, enterprise-grade AI platform that provides guardrails like admin controls and audit visibility, and ensures business data isn’t used to train public models. When appropriate, we can help guide that approach through our partner, Hatz AI.

AI can absolutely boost productivity — but only when used responsibly. Follow the safe practices above, stick to your organization’s approved tools, and reach out if you’re ever unsure.

If you have any questions, feel free to reach out to the DKB team!

Overview

This walkthrough covers the DKB Launch Pad — how to log in, open support tickets, use the chat feature, and navigate the app.

Logging In

You should see a DKB Launch Pad icon on your computer. Open it and it will either log you in automatically or prompt you for your email address. After entering your email, click Sign in using email token — this sends a six-digit code to your inbox. Copy and paste the code to complete sign-in.

Creating a New Ticket

Once logged in, you will land on the main screen showing your ticket summaries. To create a new ticket:

1. Click the New button at the top
2. Select New Ticket Form
3. Fill out the details — single or multiple users affected, whether we can remote in, who the ticket is for, which application (e.g. Outlook), and how urgent it is
4. Add a description of the issue
5. Hit Submit a Ticket

You will receive a ticket number. Our dispatcher will update the ticket title to make it easier to search later.

Using Chat

From the main screen, click the Chat button to start a live conversation. Type your issue (e.g. “My printer is broken”) and a technician will respond. Even if you get busy and forget about the chat, it automatically creates a ticket — so nothing gets lost.

Viewing & Replying to Tickets

Click Tickets on the left sidebar to see all your open and past tickets. Open any ticket to:

• Read the initial request and all replies
• Attach files and images
• Reply to the ticket
• Close the ticket if the issue is resolved or no longer needed

Other Features

• DKB Learning Center — browse how-to articles that open in your browser
• Notifications — see updates when tickets are closed or changed

If you have any questions, feel free to reach out to the DKB team!