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 This is the IT Service Desk portal.
*This options allows you to choose an Impact. 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: firstname.lastname@example.org Please note this method does not allow you to choose an Impact, so these tickets get 'Triaged' as Normal priority tickets. Writing Urgent in the subject line or body of the email does NOT trigger any alerts to 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.
- 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.
When 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 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.
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 as the companies we support grow.
If the Urgency or Impact of your ticket changes, or you want to Escalate your ticket: (This process is still being defined, please check back for updates)
- Please ensure that you have answered any questions asked of you, and performed troubleshooting steps you have been given.
- If your ticket or request has become Critical, and is impacting the ability to do normal business, please follow the steps above to call the Critical IT Hotline, and you will get a member of the IT team on the phone.