FAQs

Home / FAQs

Helpdesk

Who can raise email issues to the mLogica Helpdesk?
  • All employees, partners, consultants can raise a helpdesk ticket via the eHelp website or email directly to helpdesk@mLogica.com.
Can anyone open a request on my behalf?
  • NO. We don’t encourage any other user to open a ticket on your behalf. The only exceptions should be if your email is not working or the eHelp website is not working.
What type of helpdesk requests does IT accept?
  • Technical issues
  • “Equipment Out” requests
  • Email account creation
  • New employee onboarding requests
  • Employee discharge requests
  • HRIS hours changes and new project creation

Elevated Privilege

Can I get administrative privilege access?
  • NO. Per IT policy, Admin privilege isn’t provided to any desktop/laptop/server.
  • NO. All such requests must go through the helpdesk and IT will install software based on the priority.
  • If you have installed any software with IT’s knowledge or approval, it will be uninstalled and necessary action will be taken for policy violation.
  • Elevated privileges are provided when certain applications need privileges to run the program not to install software.

VPN

Can I get VPN access?
  • Not all employees get VPN access. Based on the project you are working on, IT will review and provide the VPN access.
  • Non-Technical users will not be provided with VPN access until there is a need to access the servers which are not available from outside the network.
  • NO. All such requests must go through the helpdesk and IT will install software based on the priority.
  • If you have installed any software with IT’s knowledge or approval, it will be uninstalled and necessary action will be taken for policy violation.
  • Elevated privileges are provided when certain applications need privileges to run the program not to install software.
Can I use VPN from my personal computer?
  • IT doesn’t allow users to install VPN on their personal computer. If VPN is required, it has to approved by IT.
What are the VPN prerequisite requirements?
  • You will need to install the Microsoft Authenticator app on your mobile phone for random code generation to verify authorized access. NOTE: The VPN passcode generated will change every 30 seconds.

Equipment Out Request

Can I take my laptop with me after work hours? (India team members)
  • Only members of the management team are allowed to carry their laptops after work hours.
  • mLogica policy does not allow any technical team employees to carry a laptop home after work hours.
  • There are some exemptions based on project requirements. Such requests are allowed on a temporary basis, and must be approved by the employee’s manager.
How can I request to carry a laptop after work hours?
  • All such requests should be submitted via the eHelp website as we have standard questions which need to be filled in for reference.
  • We do accept requests by directly emailing the helpdesk system. It needs to have all information available on the eHelp website under “Equipment Out Request.” Copy your approval manager and HR/Admin to the same request.
  • After submitting the request, it is the employee’s responsibility to follow up with his/her approval manager to approve the request.
Can I carry a laptop without approval?
  • NO. Both Manager and HR/Admin should approve the request for any Equipment Out Request.
  • We recommend planning such requirements upfront and submitting the request to the helpdesk within 24 hours or when you start the day.
  • If you are on the night shift, it is mandatory to place your request one (1) day prior so your request is approved on time.
When should you return the equipment?
  • The user has to return the equipment in the same condition it was taken out.
  • If there is any damage prior to taking out the equipment, the user should update the ticket when opening the request.
  • Update the same Helpdesk ticket you have requested for approval.

Email

Do we use Office 365 or an on-premise solution?
  • We have a hybrid deployment, based on the business need, in which critical users are issued an Office 365 account.
  • All other users are issued an on-premise mailbox account.
Can I get Webmail access?
  • NO. As per the compliance policy, we don’t allow emails to be accessed via Webmail.
When can I get Webmail access?
  • There are some temporary exceptions: if you are travelling or on vacation. Don’t carry the company laptop. We will allow Webmail access for a short period.
  • All such requests should be submitted to the helpdesk along with your vacation approval by your reporting manager for remote work.
Can I use company email address to send emails to my personal email account?
  • NO. As per compliance policy, we restrict any email going outside of our email server.
  • All emails received or sent via company email address are monitored.
Who are exempted to send emails to personal email domains like Gmail, Yahoo, etc.?
  • Only Sales and HR are allowed as exceptions due to the nature of their work to reach out to candidates and customers who use personal email.
  • Whomever is exempted from this policy will still need to comply with the IT policy and cannot send/receive any company related emails/documents to their personal email.
  • If you fall outside of the HR and Sales teams, you have to complete and submit the signed exception email request form. IT will review the request and allow access to send emails to such domains.
What type of email account is configured on my laptop and what does the company allow?
  • We configure both Exchange and POP3, depending on each employee’s job responsibilities and location.
  • For POP3 users, we don’t retain email copies on our server; only 1 – 2 days of emails will be stored on the server.
Are my emails backed up?
  • Only Exchange service account emails are backed up on the server.
  • IT doesn’t backup emails which are configured using POP3.
Who gets access to the Exchange service for viewing contacts and calendar sharing?
  • Only the Sales team is authorized for Exchange service account so that they can view other team members’ calendars to view their schedule.
  • If any other team member needs an exchange service account, IT will review the business need and provision accordingly. All such requests should go to the helpdesk.
Who can request for Partner email and Partner Exception email accounts?
  • Only HR can request for a Partner email account. All such requests must be submitted via the eHelp website under the Human Resources tab based on the partner location.
Who can request for an Email Alias/Distribution email account?
  • Only the Technical Project Manager or HR can request it. All such requests must be submitted via the eHelp website under IT Request.
How many email distribution email accounts can I request for a project?
  • Only two email distribution lists can be requested.
    • Internal – This is totally restricted within the project team members, and you are restricted from receiving emails from the outside world.
    • External – the client can communicate with the team or project manager via this account which is dedicated to this project.
Can I get additional email distribution lists/email accounts for a project apart from the standard two (2) accounts?
  • We don’t allow multiple project email distribution/alias requests if the manager is the same for that project. They must manage it internally within the assigned email id’s even if the teams are broken separately.
  • There are very limited exceptions: if the account is used with cloud computing services (i.e. AWS, Azure, etc.). This requires business justification and all requests should be submitted via the ehelp website.
Can I get a shared mailbox?
  • Only support teams, e.g., Infrastructure, HR & Recruitment, Marketing and DBA have shared mailbox accounts. These are based on the project/business case, which must be approved by local IT before requesting or sharing the details with the customer.
Can I use a personal email id or other personal shared email boxes to receive code development notification outside the company email address from cloud services or from the internal server?
  • NO. All development related emails should be configured with company email. No other email service should be configured (i.e. Gmail, Outlook, Hotmail, MSN, Yahoo, etc.).
Can a pre-sales support email address be submitted to a customer before a contract sign-off?
  • Any email address specified in a contract must be pre-approved by IT. IT is the only team authorized to provide email addresses, as we maintain precise naming conventions to avoid phishing and spam attacks.
  • If you create a customer email prior to consulting with IT, that request will not be approved, and the Sales team will have to provide a corrected email address to the customer only after it has been approved by IT.
Can I change my email id after the onboarding process is completed?
  • No, email IDs are created based on the legal documentation submitted during the hiring process. If there is a preferred name the candidate would like to use, HR has to submit the request at the time of onboarding.
  • We do accept email ID changes if your last/family name changes after marriage or if you have completed a legal name change. We can also create an alias email ID that will forward to your original email address.
  • There are some exceptions, only for Sales and Marketing team members, if you have previously used a nickname, e.g., Steve for Stephen or Bob for Robert, etc. as your professional name in contacts with external clients. These exceptions are granted based on the submission of previous work emails and contacts where this nickname has been used.

Account Expiry

What is the default expiration date for employee accounts?
  • The default employee account is set with no expiry from account creation.
What is the default expiration date for billable contractor accounts?
  • Billable contractor accounts will be created with an expiration date based on the project end date. If the project receives an extension, managers can submit a request to extend the expiration date to HR or the recruiting team.
What is the default expiration date for pre-sales contractor and partner accounts?
  • The default pre-sales contractor and partner account will automatically be assigned an expiration date of six months from account creation. If necessary, managers can request a six-month extension from HR.
What is the default expiration date for internship accounts?
  • The default intership accounts will be created with an expirated date based on the internship training period.
What is the default expiration date for captive contractor accounts?
  • The default captive contractor account is set with no expiry from account creation. They are also considered as a full-time employee and this account type is currently applicable for Canada, Singapore, and India.

Mobile Access

Can I configure the company email on my mobile?
  • As per our policy, we don’t allow email to be accessed outside the office network.
  • There are some exceptions based on the business/project need which require business justification and approval. IT will review the request, request approval and authorize the device.
If I configure with IT’s approval on my mobile, will I still receive emails on my mobile?
  • NO. Your access will be blocked automatically on the server, and IT needs to authorize the device in order to receive email.

Backup

Does my laptop get backed up?
  • We don’t do laptop backups, except for management and critical users. These backups are uploaded to cloud services.
  • Users are advised to save any work-related documents under “D:\Data” folder.
  • In case of any OS failure, user data will not be deleted, however IT will re-image only the C: drive.
Whose laptops or desktops gets backed up?
  • Laptops used by the HR, Finance, Sales and Marketing teams, as well as some technical managers’ laptops are backed up remotely.
What is the backup retention policy for laptops or desktops?
  • 30 days
Does my remote development machine get backed up?
  • No, mLogica IT doesn’t back up any development machine.
  • It is advised to always check-in or check-out the code by end of day (EOD) to the SourceControl (Bitbucket) server, so no dev work is lost.
  • IT backs up any server-based application if it is hosted on the server environment for centralized access, i.e. SQL Server, Web Application, etc.
What is the retention policy for server backup?
  • 14 days onsite and 30 days offsite.

Software Installation

Can I have server-based software installed on my laptop?
  • NO. IT doesn’t authorize installation of any server based application.
  • Such requests should be sent to the HelpDesk. IT will review the requirements and provision the server-based application for central access in a shared environment or a dedicated environment based on project need.
Software Installation request?
  • We have a pre-approved software list available on the eHelp website. If there is something you are looking for apart from the list, a helpdesk request is needed. You will need to copy your manager with a business justification for the request and your manager should approve the request with his/her justification.
  • NOTE – There is NO guarantee that even if your manager approves the request IT will install the software. IT will review the request internally and if possible proceed with the installation. IT requests you provide proper justification to avoid anything which may cause delay in installation. All new software requested will be reviewed for compliance risk.

Bring Your Own Device

Can I bring my personal device, e.g., laptops, tablets, flash drives, etc. to the mLogica workplace?
  • No, mLogica does not allow any employees to bring their personal device to the workplace.
  • If you plan to bring any device to the workplace this should be pre-approved by IT.
  • If your request is authorized, you will need to review and sign the BYOD policy available in eHelp.
Can I configure mLogica email on my personal laptop or tablet?
  • mLogica policy does not allow work email to be configured on a personal laptop. There are some exceptions for tablets with iOS or Android operating systems , but this must be individually approved by IT.
  • There are some exceptions for phones and tablets based on the business requirements of your role.
  • IT will not allow you to configure mLogica email on Windows OS-enabled devices like Surface, etc.
  • Configuration of mLogica email is only allowed on iOS and Android devices, and only when pre-authorized by IT.
Can I move company data to personal storage disk, laptop, flash drive, etc.?
  • NO. You cannot store company data to personal devices. It is against the compliance policy.

Equipment Breakage

What if I unexpectedly break company equipment?
  • Equipment assigned to you is expensive and an employee has to be more cautious when handling the devices.
  • Any liquid damage, mishandling of equipment or a device being dropped will not be accepted.
  • Employee will have to pay for the repair or replacement cost.
What if my headphones stop working?
  • As a policy company issue headphones are based on a business need.
  • Employees are requested to handle it with care. If there is any physical damage or headphones are broken, the company will not reissue the headphone.
  • All such devices need to be handled properly and we don’t provide a replacement if it breaks or stops working.
Do I get replacement for an external keyboard and mouse?
  • It is the user’s choice to accept it or not. If the external keyboard and mouse has stopped working, we will provide replacement.
  • If you deny acceptance of the keyboard and mouse offered, the employee will be liable if the laptop keyboard is broken.

Equipment Issuance

What equipment I will be issued with?
  • Laptop
  • Headphones (Optional, based on business need)
  • VoIP (Optional, based on business need)
  • Keyboard (User Preference)
  • Mouse (User Preference)

Data Deletion or Copying

Can I delete data when I leave the organization?
  • No, data cannot be deleted from your laptop or emails.
Can I move company data to a personal storage disk, laptop, flash drive, etc.?
  • No, you cannot move or store company data on personal devices. It is against the compliance policy and will be blocked at the server level.

Communication and Collaboration

How do I communicate with users within the organization?
  • We use Microsoft Teams for communication.
Can I use Microsoft Teams to communicate with users outside the organization users via chat?
  • No, IT doesn’t allow users to communicate with outside organizations via chat.
Can I use Microsoft Teams to schedule meetings with an outside organization?
  • Yes, we do allow users to schedule meetings with external users via Teams.
How can I get dial-in numbers for audio conferencing?
  • This functionality is restricted to the HR, Project Management and Sales teams.
  • There may be some exceptions based on project needs, and this feature may be enabled on a temporary basis, subject to approval by IT.
Can I send emails to the Teams channel?
  • No, per mLogica compliance policy emails to Teams channels are not allowed.
  • The capability to send emails to Teams channels created by individual team members has been disabled.
Can I install Teams on my personal computers?
  • No, you are not authorized to install Teams on any personal computer. If the IT team detects such an installation Teams access to that computer will be blocked.
Can I install Teams on my mobile or tablets?
  • Yes, users are allowed to install Teams on mobile devices or tablets that run on the iOS or Android platforms, but not on Windows OS-based devices.

SharePoint

Can I save documents, spreadsheets and any other files in Teams and SharePoint?
  • Yes, documents and spreadsheets can be saved on your Teams or SharePoint sites, but not source code or any other programs.
Can I share files outside the organization?
  • No, IT doesn’t allow files to be shared outside the organization.
  • There are some exemptions for the Sales, HR and Finance teams, but these must be approved by Senior Management with proper justification.
Does SharePoint have versioning capability?
  • Yes, SharePoint has versioning capability so you can roll documents back to their previous state.
Is there monitoring of files being shared?
  • Yes, all changes, deletions and external sharing are monitored and audited frequently.
Terms of Use
Privacy Policy
Copyright © mLogica, LLC 2024 All rights reserved.