Requesting IT Help Grace Church and Momentum Ministry Partners

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
      • 330-664-9994
        
        • Akron East
        • Bath
        • Medina East
        • Stark North
        • Town Center Campuses
        • Momentum Ministry Partners    
      • 330-800-5678
        • Norton, Barberton, and County Line campuses 
   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
      

   6. The Help Desk is open during these hours. If you call outside these hours, the call will go to voice mail.
      

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 
    • Bath                       bth_ithelp@graceohio.org
    • Barberton              btn_ithelp@graceohio.org
    • County Line           clc_ithelp@graceohio.org
    • Medina East          mec_ithelp@graceohio.org
    • Norton                  ntn_ithelp@graceohio.org
    • Town Center          tcc_ithelp@graceohio.org
    • Momentum Ministry Partners           mmp_ithelp@buildmomentum.org 

Weekday Service Level Objective (SLO)

Weekend Service Level Objective (SLO)

Please contact Mike, Allan, 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