IT & System Support

To streamline the management of IT, system support, and analytical requests, I am implementing a new ticketing system. This will allow me to prioritise requests based on urgency, respond more efficiently, and ensure that all tasks are handled in a timely manner. The system will help me better allocate my time and focus on critical issues while ensuring nothing is overlooked.

Moving forward, please submit all IT, systems, reporting, and analytical requests by emailing [email protected] or by filling out the online below. To ensure your request is properly handled, follow the guidelines below.

When submitting your request, include the appropriate severity level in the subject line, either in the email or on the form. Use the following severity levels: Critical, High, Medium, Low, or New Request. Please review the definitions of each level below to help classify your request. I will address tasks based on their assigned priority and respond as quickly as possible.

For critical issues that require immediate attention, please also text or call me directly.

Thank you

Critical

The issue is causing a business-critical system to be unavailable for an extended period or non-functional, severely impacting operations.

Examples:

• Website is down or non-functional
• Spektrix ticketing system or payments are offline
• Card payment systems are down
• Network, internet, or Wi-Fi outage
• Bar till systems are non-operational
• Microsoft 365 (including email, OneDrive) inaccessible for the entire team
• www.chatbot.com is non-functional, preventing key customer interactions
• www.crowdcast.io is down, preventing critical livestream events
• Telephone systems are offline, preventing inbound/outbound calls
• Printer issues affecting multiple users and halting critical print tasks
• Norton antivirus is blocking essential applications or disabling system access
• Social media account(s) hacked, leading to unauthorized posts or loss of access
• Data breach compromising sensitive business or customer information
• Website attack (e.g., DDoS, hacking) causing the site to be compromised or unavailable
• CCTV system is offline or not recording, leading to potential security issues
• Handheld event ticket scanners are offline or unable to scan, disrupting event entry

High

The issue is affecting a significant portion of operations but is not completely critical. It impacts users or causes significant operational inefficiencies.

Examples:

• Enquiry form on the website not working
• Intermittent network, internet, or Wi-Fi issues affecting multiple users
• Email issues (e.g., unable to send/receive in Outlook)
• OneDrive syncing problems for more than one user
• Problems with Dotdigital or Mailchimp sending marketing emails
• Issues with www.submittable.com preventing submissions or submission management
• www.helpdesk.com issues affecting customer support functions
• Issues with www.crowdcast.io affecting non-critical livestream events
• Telephone system issues causing partial disruption
• Printer issues affecting some users, but not critical operations
• Canva or Hootsuite issues preventing scheduled posts or marketing content from being sent
• Social media accounts (e.g., Facebook, Twitter, Instagram) experiencing restricted functionality
• CCTV system not recording correctly but not completely offline
• Printer consumables running low and no more in stock
• Potential security vulnerabilities detected that need immediate attention but haven’t led to a full data breach or attack yet

Medium

The issue does not prevent essential business operations but is still a notable problem impacting certain areas or functions.

Examples:

• Page editor not working on the website
• Card payment systems slow or unreliable
• A single user’s email or OneDrive access issues
• Visual errors on reports/analytics dashboards
• A browser-specific issue affecting some users (e.g., works in Chrome, but not in Safari)
• Spektrix or marketing email system issues
• Minor errors or slow performance on www.chatbot.com
• Workflow automation delays or minor issues with www.zappier.com
• Telephone issues affecting a single line or user
• Minor performance issues with www.eposnow.com
• Printer issues affecting a single user
• Non-critical payment issues on www.stripe.com or www.paypal.com (e.g., incorrect charges appearing or slow payment confirmations)
• Minor issues with Norton antivirus, Canva, or Hootsuite not affecting core operations
• Minor posting errors or delays with social media accounts (e.g., incorrect posts)
• Website security concerns that need to be investigated but are not currently causing a disruption
• Minor issues with CCTV systems causing delayed or incomplete recordings
• Non-urgent issues with handheld event ticket scanners

Low

The issue is minor and does not affect critical systems or many users. It causes minimal inconvenience.

Examples:

• Minor visual issues on the website
• Isolated problem with a bar till terminal
• Non-urgent bug in a marketing email template
• Site health alerts that do not affect the functionality
• A small issue with www.helpdesk.com or www.submittable.com that does not disrupt tasks
• Minor cosmetic issue on www.crowdcast.io that doesn’t affect events
• Non-urgent telephone or printer issue causing an inconvenience, but not impacting operations
• www.eposnow.com flagging minor errors
• Small issue with Canva or Hootsuite that does not affect scheduled content
• Non-urgent social media account concerns (e.g., name change requests)
• Minor concerns with CCTV systems
• Non-urgent minor issues with handheld event ticket scanners

New Request

For new feature requests, changes, or access setup.

Examples:

• Request for a new report or analytics dashboard
• Request for new user access (e.g., to Spektrix, Microsoft 365, etc.)
• Setting up a new automated email campaign (e.g., Dotdigital, Mailchimp)
• Request for a new mailbox or shared folder
• Request for new system access permissions (e.g., network drives, software, etc.)
• New setup or changes for www.chatbot.com or www.helpdesk.com
• Request to set up new workflows in www.zappier.com
• Setting up new projects or submission categories in www.submittable.com
• Request for a new livestream event setup in www.crowdcast.io
• Setting up a new telephone line or extension
• Request for new printer setup or configuration
• Request for new user or feature setup in www.eposnow.com
• Request for setting or user changes in Canva, Hootsuite, or social media accounts