How to contact the IT Department (SOP)

SOP

When evaluating how to attain support related to technical issues, or when encountering a question about the system please use one of the methods below to get in touch with an IT support / specialist.

Please do not bypass the chain of command when contacting IT, it is critical we document requests and issues and the only way we can do this is via the email contacts below (itsupport, spn-tech-support, and tech-requests).

General Help - Desktop / Internet / VPN Support

• Email: itsupport@agentgrid.net

• Contacts: Nick Nicholas, Luke Odon

Gloria / ServiceProvider / Smart Warehouse

• Email: spn-tech-support@agentgrid.net

• Contacts: Luke Odon

Development Requests, Bug Reports, Integrations

• Email: tech-requests@agentgrid.net

• Contacts: CEO / CIO / Development team

• Special Note: This should be used to submit bugs, request reports, or feature requests in TAGNET, TRIGGER, eDemand, and other internal apps. COPS, Phones, Internet, and other Vendor Provided systems /service should not be reported here.

Emergency Support (System down) / After Hours Support / Weekend Support

• Phone: (408) 514-2640

• Contacts: On call staff member

• Special Note: IT will call an all hands on deck internally, you will also be advised to contact your manager

• If no one picks up, or line is down: See the systems team contact list below - start there. If you still cannot reach someone escalate to the managers.

Full Contact List:

Systems

• Luke Odon (SPN Specialist / Systems Admin)

  • Phone: (702) 217-7696

  • Email: lodon@agentgrid.net

Management

• Nick Nicholas (Director)

  • Phone: (702) 376-6209

  • Email: nnicholas@agentgrid.net

Executive

• Daniel Perussina (CIO)

  • Phone: (510) 427-6815

  • Email: dperussina@agentgrid.net