Requesting IT Help Grace Church and CE National
Helpdesk Definitions
-
Priorities
- Urgent
- Medium
Requesting Assistance
- Decide if the Incident or Request is of Urgent Priority
- If priority is Urgent
YouYou MUSToror Text
· Akron East, Bath, Medina East, Gathering Point, Town Center campuses, and CE National National 330-664-9994
· Norton, Barberton, and County Line campuses campuses 330-800-5678
- Automated Attendant: Select 1 Contact IT On-call team member
- No Answer leave voicemail
- Don’t receive callback within 30 minutes
- Call Help Desk, Automated Attendant: Select 2 Escalate Call
- If priority is Medium (All non-urgent)
- Submit Incident or Request by Email to the address for your home campus
- Akron
EastEast - Bath
BarbertonBarberton- County
LineLine - Gathering
PointPoint - Medina
EastEast - Norton
- Town
CenterCenter - CE
NationalNational
- You
maymay Calloror Text
· Akron East, Bath, Medina East, Gathering Point, Town Center campuses, and CE National National 330-664-9994
· Norton, Barberton, and County Line campuses campuses 330-800-5678
Bath AVL
Weekday Service Level Objective (SLO)
Priority |
Type |
Description |
Response Time Objective |
Resolution Time Objective |
Urgent |
Incident or Request |
Preventing a ministry or business event or meeting from moving forward that day |
9am-10pm 30 Min 10pm-9am ND |
4 Hour
|
Medium |
Incident or Request |
Individual hardware or software support, network issues, account issues etc. |
9am-10pm 1 Day 10pm-9am ND |
1 Week |
Weekend Service Level Objective (SLO)
Priority |
Type |
Description |
Response Time Objective |
Resolution Time Objective |
Urgent |
Incident or Request |
Preventing a ministry or business event or meeting from moving forward that day |
8am-10pm 30 Min 10pm-9am ND |
4 Hour
|
Medium |
Incident or Request |
Individual hardware or software support, network issues, account issues etc. |
8am-10pm 1 Day 10pm-9am ND |
1 Week |
Please make note of and begin using the new numbers and emails immediately as the old Helpdesk number and email will no longer work after December 1.
Please contact Mike, Bob, John or Dwayne with any questions you may have.
AVL Support
The Grace IT team will only provide very limited support for certain AVL items/technologies. 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