# Requesting IT Help Grace Church and CE National

#### Helpdesk Definitions

- ##### Priorities
- <u>Urgent</u> – Outage preventing a ministry or business event from moving forward that day
- <u>Medium</u> – 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 **<u>MUST</u>** **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

3. 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](mailto:aec_ithelp@graceohio.org)
- Bath [bth\_ithelp@](mailto:bth_ithelp@graceohio.org)[graceohio.](mailto:bth_ithelp@graceohio.org)[org](mailto:bth_ithelp@graceohio.org)
- Barberton [btn\_ithelp@graceohio.org](mailto:btn_ithelp@graceohio.org)
- County Line [clc\_ithelp@graceohio.org](mailto:clc_ithelp@graceohio.org)
- Gathering Point [gpc\_ithelp@graceohio.org](mailto:gpc_ithelp@graceohio.org)
- Medina East [mec\_ithelp@graceohio.org](mailto:mec_ithelp@graceohio.org)
- Norton [ntn\_ithelp@graceohio.org](mailto:ntn_ithelp@graceohio.org)
- Town Center [tcc\_ithelp@graceohio.org](mailto:tcc_ithelp@graceohio.org)
- CE National [cen\_ithelp@buildmomentum.org](mailto:cen_ithelp@graceohio.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)

<table border="0" cellpadding="0" cellspacing="0" id="bkmrk-priority-type-descri"><tbody><tr><td valign="top">**Priority**

</td><td valign="top">**<span data-ogsc="black">Type</span>**

</td><td valign="top">**<span data-ogsc="black">Description</span>**

</td><td valign="top">**<span data-ogsc="black">Response Time Objective</span>**

</td><td valign="top">**<span data-ogsc="black">Resolution Time Objective</span>**

</td></tr><tr><td valign="top">**<span data-ogsc="black">Urgent</span>**

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">Incident</span>

<span data-ogsc="black">or</span>

<span data-ogsc="black">Request</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">Preventing a ministry or business event or meeting from moving forward that day</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">9am-10pm 30 Min</span>

<span data-ogsc="black">10pm-9am ND</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black"> </span>

<span data-ogsc="black">4 Hour</span>

<span data-ogsc="black"> </span>

</td></tr><tr><td valign="top">**<span data-ogsc="black">Medium</span>**

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">Incident</span>

<span data-ogsc="black">or</span>

<span data-ogsc="black">Request</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">Individual hardware or software support, network issues, account issues etc.</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">9am-10pm 1 Day</span>

<span data-ogsc="black">10pm-9am ND</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black"> </span>

<span data-ogsc="black">1 Week</span>

</td></tr></tbody></table>

#### Weekend Service Level Objective (SLO)

<table border="0" cellpadding="0" cellspacing="0" id="bkmrk-priority-type-descri-0"><tbody><tr><td valign="top">**Priority**

</td><td valign="top">**<span data-ogsc="black">Type</span>**

</td><td valign="top">**<span data-ogsc="black">Description</span>**

</td><td valign="top">**<span data-ogsc="black">Response Time Objective</span>**

</td><td valign="top">**<span data-ogsc="black">Resolution Time Objective</span>**

</td></tr><tr><td valign="top">**<span data-ogsc="black">Urgent</span>**

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">Incident</span>

<span data-ogsc="black">or</span>

<span data-ogsc="black">Request</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">Preventing a ministry or business event or meeting from moving forward that day</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black">8am-10pm 30 Min</span>

<span data-ogsc="black">10pm-9am ND</span>

</td><td data-ogsb="rgb(207, 213, 234)" valign="top"><span data-ogsc="black"> </span>

<span data-ogsc="black">4 Hour</span>

<span data-ogsc="black"> </span>

</td></tr><tr><td valign="top">**<span data-ogsc="black">Medium</span>**

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">Incident</span>

<span data-ogsc="black">or</span>

<span data-ogsc="black">Request</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">Individual hardware or software support, network issues, account issues etc.</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black">8am-10pm 1 Day</span>

<span data-ogsc="black">10pm-9am ND</span>

</td><td data-ogsb="rgb(233, 235, 245)" valign="top"><span data-ogsc="black"> </span>

<span data-ogsc="black">1 Week</span>

</td></tr></tbody></table>

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