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 Decide if the Incident or Request is of Urgent Priority If priority is Urgent 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  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 The Help Desk is open during these hours. If you call outside these hours, the call will go to voice mail. If priority is Medium (All non-urgent) 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) 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 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