Requesting IT Help Grace Church and CE National

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 You MUST  Call or  or Text  Urgent issues to appropriate Helpdesk

·     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

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

• Akron East East                       aec_ithelp@graceohio.org  
• Bath                                             bth_ithelp@graceohio.org
• Barberton Barberton                         btn_ithelp@graceohio.org
• County Line Line                   clc_ithelp@graceohio.org
• Gathering Point Point       gpc_ithelp@graceohio.org
• Medina East East                 mec_ithelp@graceohio.org
• Norton                                   ntn_ithelp@graceohio.org
• Town Center     Center              tcc_ithelp@graceohio.org
• CE National National                   cen_ithelp@buildmomentum.org

2. You may may Call or  or Text  issues to appropriate Helpdesk

·     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