Requesting IT Help

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

·   Bath, Medina East, Ellet, Gathering Point, NE Atlanta, and Town Center campuses                        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

• Bath                       bth_ithelp@graceohio.org
• Barberton              btn_ithelp@graceohio.org
• County Line           clc_ithelp@graceohio.org
• Ellet                       elt_ithelp@graceohio.org
• Gathering Point     gpc_ithelp@graceohio.org
• Medina East          mec_ithelp@graceohio.org
• NE Atlanta             nea_ithelp@graceohio.org
• Norton                  ntn_ithelp@graceohio.org
• Town Center          tcc_ithelp@graceohio.org

2. You may Call or Text issues to appropriate Helpdesk

·   Bath, Medina East, Ellet, Gathering Point, NE Atlanta, and Town Center campuses                   330-664-9994

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

 

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 or myself with any questions you may have.