Helpdesk overview

MBF/FLG’ Information Technology department is here to provide IT services to MBF/FLG and its partners. Our focus is customer service, timely response/resolution, and 99.99% uptime for critical business services. IT Helpdesk Support is provided by a 3rd party, CoreTechNow.

 

Requesting Support:

 

There are multiple methods to create support requests.

1. Phone – Calls will be put into a call queue following first in first out.

                       Phone:  (941) 202.3669

1. Email – [email protected] – This will automatically create a ticket under your account. When an email is sent you should receive a confirmation with a ticket number.

2. Ticket Portal – http://help.matterbrothers.com – You can submit new requests via forms (this page!) and check for existing outages. We're always adding more information to this page. Check back for knowledge-base articles!

3. EMERGENCY/CRITICAL REQUESTS – In the event of an emergency (see priorities and response times) please call the support number and follow the prompts. 

 

Hours of operation:

 

The Helpdesk operates during standard business hours of 8AM-6PM EST. During business hours all response times will be adhered to. The Helpdesk is available 24/7/365 in the event of an emergency incident.

 

On-site support:

 

On-site support will be handled by a combination of in-house staff at MBF/FLG and a team of outsourced contracted technicians. On-site service can be dispatched out anytime depending on the priority. When a technician arrives on-site require them to confirm the work order number or ticket number to verify they’re authorized.

 

What type of IT issues should I report?
Please report any type of technical question, problem, or concern. Below are some examples:

• Slow PC, virus, popups

• Network outages and connection issues

• Technical Storis issues or other business software

• Needing new technology, moving hardware, or upgrading existing.

• Credit card reader technical issues (not banking)

• Software training, technical training, and resources.

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Priorities and Response Times:

• Critical - Affects more than five individuals; or is mission critical and there is no workaround available. 
  Example: E-Mail services are not functional; network is not available; classroom computing technology is not functioning pending a class.

  • Response time: within 30 minutes​

  • Resolution time: within 4 hours

• High - Affects one to five individuals, no workaround available. 
  Example: Computer with critical data won’t boot; store internet is down; unable to process sales.

  • Response time:​ within 2 hours

  • Resolution time: within 1 day

• Medium - Affects fewer than five people, workarounds available.
  Example: Can’t print invoices from printer A but can print to printer B.

  • Response time:​ within 4 hours

  • Resolution time: within 1 day

• Low - No effect on productivity, or unsupported software. A service request that does not require immediate attention or involves long range planning. New feature requests.
  Example: Monitor showing black/white instead of color.

  • Response time:​ within 8 hours

  • Resolution time: best effort

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Team contacts and roles:

 

Adam Desrosier – Director of Information Technology

Email: [email protected]

11920 Metro Parkway

Fort Myers, FL 33966

(941) 477-3808

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Helpdesk - CoreTechNow

941.202.3669 Ext. 1

Email: [email protected]