POLICY: GICO_IT: Emergency Assistance
POLICY: GICO_IT: Emergency Assistance
GICO Information Technology Department
Written by James Roettger
Date: 8/18/2020
Version: 1.00
Hours of Operation –
A. Operational Hours: Monday – Friday: 8am to 5pm
B. Holidays: GICO Information Technology department utilizes the same holiday schedule as issued by Human Resources.
C. Lunch: GICO Information Technology department employees take a lunch break for a maximum of one hour between the hours of 11 am and 1 pm.
What is classified as an Emergency? -
- 1. Any issue(s) escalated by a VP
- 2. Any issue(s) that generates the loss of revenue without an alternative solution available.
Example: If one register becomes dysfunctional submit a standard request and utilize a different register. If all the registers become dysfunctional submit an emergency request.
Submitting an Emergency Request –
Emergency assistance can be requested by sending an email to help@OkGoodwill.org with the word EMERGENCY in the subject line, or through the web-portal at https://help.okgoodwill.org and selecting EMERGENCY from the priority drop down pick list or as a last resort calling (405)278-7182. The request should clearly state the nature of the EMERGENCY and provide contact information. Such as a mobile phone number. Goodwill Industries of Central Oklahoma Information Technology Departments (GICO_IT) service management platform will auto escalate the request to EMERGENCY status as well as send an email and text to the on-call IT employee.
On-Call IT Representative –
On-Call: There is not an official after hours on-call requirement for IT. We do however try to respond to emergency issues as quickly as possible.
Scheduled Non-Emergency Assistance –
Send advanced notice to Help@OkGoodwill.org. Include dates and business reason for the requested assistance. GICO_IT will work with the requester to provide a solution if GICO_IT does not have a resource available GICO_IT will work with the requester to provide an alternative solution. During the scheduled time GICO_IT will be on alert for related requests.