This document serves as a set of guidelines to inform decision-making within the aisite service as well as a guide for community members to better understand the support services we provide. This document is limited in scope since it sets official policy for providing help through the contacting us via our contact form or submitting a ticket. By setting down these policies and channeling requests for help through out handler we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.