IT Helpdesk

Guardian IT Systems (located in Charlotte, NC)

Email Support: [e-mail]

Phone Support: 704-900-0530 X1

After Hours Emergency Support: 888-378-6381

Issue Severity - Response Times

Low Priority: Issues that have minimal impact on the business operations or individual users. A minor inconvenience or non-critical informational request. No indication of time sensitivity.

• Examples:
  • Minor software glitches or cosmetic issues that don't significantly affect functionality.
  • Non-essential feature requests or general inquiries.
  • Non-urgent hardware or peripheral issues that don't impact productivity.
• Response Time: Within 4 hours.

Medium Priority: Issues that have a moderate impact on business operations or individual users, but workarounds are possible.

• Examples:
  • Software issues that affect productivity but have feasible workarounds.
  • Non-critical hardware failures or malfunctions that can be temporarily mitigated.
  • Issues impacting a single user or department but not critical to the overall business. There are single users important enough to business operations to warrant a higher priority.
• Response Time: Within 2 hours.

High Priority: Issues that have a significant impact on business operations, productivity, a VIP user, or a large number of users.

• Examples:
  • Critical software errors or system failures affecting multiple users or critical business processes.
  • Network connectivity issues that disrupt operations or affect a significant number of users.
  • Hardware failures impacting critical systems or servers.
  • Security vulnerabilities or breaches requiring immediate attention.
• Response Time: Within 1 hour.

Critical Priority: Issues that have a severe impact on business operations, cause substantial financial losses, or pose significant security risks.

• Examples:
  • Complete system outages or business critical equipment failures.
  • Security breaches or unauthorized access to critical systems.
  • Loss of mission-critical data or services.
  • Regulatory compliance violations.
• Response Time: Immediately or within 30 minutes.

When do I reach out to them?

When you have issues or questions about:
 

1. Microsoft tools (Outlook, Sharepoint, Teams - Email getting blocked etc)
2. Security systems & security training
3. Your actual computer
4. Password management software (Keeper) & MFA.

Assemble will continue to manage our own systems internally (like Salesforce, Salesloft, Slack etc).