IT SUPPORT INSTRUCTIONS

IT Department (Eisner Amper)

855-713-2117 or 800-434-2726

Option 1: Email helpdesk@collegiatechurch.org

-               Please use your company email to contact support and describe the issue in as much detail aspossible, to ensure efficient service. Personal email addresses will not be addressed.

-               A ticket number will be created for all requests and a confirmation email will also be sent to your  emailaddress.

-               A support agent will contact you to troubleshoot the issue or if more information is required tocomplete your request via email or by phone.

-               Most of the email inquiries will be answered within 1 hour. However, if the issue requiresimmediate attention, please call the 24/7 toll-free number and provide your ticket number.

-               To avoid creating multiple tickets for the same issue, please reply or use the existing ticket numberuntil the issue is resolved.

-               Create 1 email for each issue. Don’t place several non-related issues in one email

-               If you think your request needs approval, CC that person on the request. It will speed it up!

-               Check Spam if there is no quick response.

-               If a ticket is closed, and it is not resolved, write a new email to start a new ticket.

Option 2: Call the support toll-free number 855.713.2117 or 800-434-2726

-               This method is used for critical issues and if an immediate response is required.

-               When you call, please provide your full name, company name, location, email address and adescription of your issue. Please speak clearly and slowly.

-               A support ticket will be created, and you will receive a ticket number and a subsequent emailconfirmation.

-               If the issue cannot be resolved during the call, the support agent will escalate the issue to our level 2 support engineers, so please be prepared to provide a call back number.

-               In some instances, the support agent will request your authorization to remotely connect to your computer to resolve the issue. 

General Information:

Support tickets that are waiting for your input will be automatically closed within 3 days and can be re-openedat any time if needed.

If your support inquiry requires any company application or email system that you were not previously givenaccess to, we will require approval from your manager. To avoid any delays, please reach out to your managerto request/ensure necessary access prior to contacting support.