The Bedrock IT Shared Services team runs an IT Service Desk to address and resolve all technical support issues and requests. This document is an overview and some best practices for working with the Service Desk.
Here’s everything you need to remember:
- Submit requests (preferred method*) at support.bedrock.com, the IT Service Desk portal.
* This option allows you to choose an Impact (see below for definitions on Impact/Priority). Tickets submitted as Urgent/Site Store DOWN send alerts members of the IT Service Desk to let them know an issue needs immediate attention.
- Support requests can be emailed to email@example.com. Please note: this method does not allow you to choose an Impact, so these tickets are "triaged" as Normal priority tickets—writing "Urgent" in the subject line or body of the email does not trigger any alerts to a member of the IT Service Desk. Therefore, they may be answered more slowly, depending on the number of incoming Service Desk tickets.
All support request forms can be found at support.bedrock.com, along with announcements of service outages and helpful solutions and answers to common issues you may be experiencing.
Contacting the Service Desk:
- Regardless of severity/impact, enter a support request at support.bedrock.com. Please be sure to pick the appropriate impact level—if it's low, pick low. For clarity on what is critical and what is not, please see below.
- If the issue is critical and during the Service Desk operating hours (8am Eastern time to 5pm Pacific time, Monday through Friday), and you have not heard back in 20 minutes after submitting a request, please call the Bedrock Critical Hotline at (866) 224-1897, and choose option 1 for Retail Support and option 2 for Enterprise Apps.
- If the issue is critical and not during standard office hours, please call the Bedrock Critical Hotline at (866) 224-1897, choose option 1 for Retail Support and choose option 2 for Enterprise Apps. Also, we ask that a support request be entered for tracking purposes.
- If the issue is not Critical/Urgent Site/Store DOWN, please enter a support request with the appropriate impact level.
Submitting a support request:
- Is the issue Critical? If the issue is causing the site or entire department to cease operation (i.e. internet connectivity for the entire site down, cannot ship packages, all mobile devices non-functional, or any IT-related issue that is causing a work stoppage on more than 25% of the workforce), the impact level is Critical.
- Take the time to provide all information that may be pertinent to the issue(s) and provide accurate information. Situational information is 99% of everything we need to efficiently address a support request.
- Has anything been done to remedy the situation? If so, either successfully or unsuccessfully, please let us know. This information can be incredibly helpful.
- Understand that if the IT team has to ask for more information, details, errors, etc. it can slow down the resolution of the issue.
- Please be available, or designate someone who can be available for troubleshooting, remote support session or to follow troubleshooting steps given by the IT team.
- Please ensure that you have answered any questions asked of you, and performed troubleshooting steps you have been given.
Why do we ask you to submit an IT Service Desk 'ticket'?
- Having all technical support issues and requests going into a single system is crucial for the IT team to have visibility into issues affecting our users and systems.
- To allow the IT team to work collaboratively on issues and requests. We can see troubleshooting steps taken, questions asked and notes from our teammates.
- It allows us to 'Triage' incoming tickets and assign them to the appropriate resource, both within the Bedrock IT team, as well as contracted third parties.
- It gives the IT team a historical view of issues, allows IT to see trends and identify areas in need of improvement.
- Tickets for every issue or request allow us to report on how many tickets we get per week/month/year to ensure IT is properly staffed.
Service Desk Definitions on Impact/Priorities:
Tickets are categorized according to a severity or business impact scale. Bedrock IT support efforts are prioritized based on the business impact of the issue; and on the support level of the organization.
When submitting a ticket, you are requested to supply detailed information (such as name and version of any software, product, platform, example machines, steps to reproduce, exact error messages, logs, changes made to the system or environment prior to the issue, etc.) for the Bedrock IT support staff to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in delays of issue resolution.
Below are the guidelines when selecting the impact (priority) of a ticket:
Production application down or major malfunction resulting in a product inoperative condition. The specific functionality is mission-critical to the business and the situation is considered an emergency.
Examples are as follows: complete power or internet connectivity outage; critical systems are down (AX, point of sale, network connectivity); IT servers or services completely unusable; IT related issue that stops all sales, manufacturing, payroll or a similar issue that affects all users or all users at a Bedrock location; physical or virtual security breach that disables the ability of Bedrock to conduct normal business. High
Loss of functionality or performance resulting in the inability to perform normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. A system or service is usable but severely limited. Business will be impacted if a solution is not implemented same business day or as soon as possible.
Examples are as follows: service interruptions to some, but not all, modules (modules not functional for some users but functional for others. WOW fails to generate any reports); time sensitive issue reported, which may adversely affect billing, monitoring or productivity (Invoices cannot be generated, email is being delayed for a high number of people, DC printing is reduced to a single usable printer, network connectivity has intermittent outages); in Production systems, important tasks cannot be performed, but issue(s) do not impair essential operations (server performance is slow, but usable, all reports are giving errors); or an issue that does not prevent normal business but inhibits some operations. (sales are processing, but receipt printer isn’t working or power is out in a portion of the office, but most users can still work using laptops and Wi-Fi).
Moderate loss of functionality or performance resulting in impacted in their normal functions. Minimal feature or product degradation—not impacting business operations.
Examples are as follows: system is up and running, but the problem causes non-negligible impact (workaround exists, but it is only temporary); does not prevent operation of a production system or there is some degradation in performance (issue affects only one company or location); moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions (manager cannot run report that determines what their workforce focuses on that day); or sales associate is able to complete customer transaction, but follow-up is required due to workaround employed due to POS issue encountered.
Minor loss of application functionality, product feature requests, how-to questions (user training).
Examples are as follows: the problem does not have a significant impact or occurs in functionality that is not critical or frequently used; there are no extenuating circumstances that would require this issue to be resolved outside of published support hours (general questions about functionality of a particular item, or requests for clarification or updates in documentation); the problem causes little impact on operations or a reasonable workaround for the problem has been implemented; the problem results in minimal or no interruptions to normal operations, or product Feature Request question.