Requesting IT Help Grace Church and CE National

Helpdesk Definitions

• Priorities

• Urgent – Outage preventing a ministry or business event from moving forward that day
• Medium – All non-urgent incidents and requests

Requesting Assistance

1. Decide if the Incident or Request is of Urgent Priority
2. If priority is Urgent
1. You MUST Call or Text Urgent issues to appropriate Helpdesk

·   Akron East, Bath, Medina East, Gathering Point, Town Center campuses, and CE National    330-664-9994

·   Norton, Barberton, and County Line campuses                                                                               330-800-5678

2. Automated Attendant: Select 1 Contact IT On-call team member
3. No Answer leave voicemail
4. Don’t receive callback within 30 minutes
5. Call Help Desk, Automated Attendant: Select 2 Escalate Call
2. If priority is Medium (All non-urgent)
1. Submit Incident or Request by Email to the address for your home campus

• Akron East             aec_ithelp@graceohio.org 
• Bath                       bth_ithelp@graceohio.org
• Barberton              btn_ithelp@graceohio.org
• County Line           clc_ithelp@graceohio.org
• Gathering Point     gpc_ithelp@graceohio.org
• Medina East          mec_ithelp@graceohio.org
• Norton                  ntn_ithelp@graceohio.org
• Town Center          tcc_ithelp@graceohio.org
• CE National           cen_ithelp@buildmomentum.org

2. You may Call or Text issues to appropriate Helpdesk

·   Akron East, Bath, Medina East, Gathering Point, Town Center campuses, and CE National                   330-664-9994

·   Norton, Barberton, and County Line campuses                                                                          330-800-5678

Weekday Service Level Objective (SLO)

Weekend Service Level Objective (SLO)

Please contact Mike, Bob, John or Dwayne with any questions you may have.

AVL Support (Audio, Video, Lighting)

The Grace IT team will only provide very limited support for certain AVL technologies since these are primarily handled by the Creative Arts team. Please reference the Request Bath AVL Support KB page for requesting support on these items. If you are at the Bath Campus and if it is deemed that the support request sent to the IT Helpdesk is more of an AVL support issue to a degree, the ticket may either be transferred to the Bath - AVL Support Helpdesk, or the Creative Arts Tech Director will be assigned as a secondary agent to the ticket as necessary.

https://kb.gracechurches.org/books/it-helpdesk/page/request-bath-avl-support