The companion to the scope of support is one specifying how to get help. This document tells customers what to do to get help: by phone, email, a ticket system, and so on. Certain types of requests may be directed to certain departments, or a unified helpdesk might be the single point of contact that forwards requests as appropriate to individual departments.
Such a document should be a few hundred words at most. Ideally, a shorter version that can fit on a sticker should be put on every new PC deployed. The same image can appear on default Windows background wallpaper images: “CompanyName IT helpdesk: [phone number] [email address] [web site].”
This is one of the most important things IT management can do to help the staff in time management. If customers have not been given clear direction on the proper way to get help, they will contact SAs directly, interrupting them