Black Line IT Helpdesk Procedures

If you are experiencing any IT or software related difficulties within your company, please follow the below procedures to open support requests with Black Line IT. Our dedicated support team will assist you within our SLA. Please be sure to include all details within your request to help us better serve you.

Normal Business Hours (8:00AM- 5:00PM CST)

After-Hours Emergency (Outside of 8:00 AM – 5:00PM CST)

  • Helpdesk Phone: (630) 388-1700 Press Option 5
    • Describe Emergency and impact on the business
    • Provide method for contacting you to resolve issue or provide status
    • The “On-Call Engineer” will be notified and will contact you as soon as possible
    • The “Account Manager” will also be contacted and will assist as needed
    • After-hours additional rates will apply to all requests outside of normal business hours.

After-Hours NON-EMERGENCY (Outside of 8:00AM – 5:00PM CST)

Non-Emergencies are treated as business hours request and will be addressed the next business day or when our offices open.

 

Ticket Notifications

Once a ticket has been opened, you will receive the 1st of 2 email ticket notifications from Black Line Support. The 1st notification will inform you that a new ticket has been created.

Subject line of the email will entail | Ticket # – Black Line Support Request Received

Black Line IT Helpdesk will then assign the ticket to an engineer, and you will receive a 2nd notification (see below) informing you that it has been assigned. Subject line of the email will entail | Ticket # – Black Line Support Request Assigned. The assigned engineer will be contact you within SLA based on the request.

If you need to communicate anything regarding the ticket generated for you (including Status), simply reply to the ticket notification email thread. This will notify the engineer assigned and we will communicate back as needed.

 

Engineer | Client Ticket Communication

Black Line engineers will communicate via email though our ticketing system. The below email notification is crucial to pay attention to as we are communication response to you as the ticket contact(s)

If you need to communicate anything regarding the ticket generated for you (including Status), simply reply to this ticket updated email thread. This will notify the engineer assigned and we will communicate back as needed.

Sender Address = Black Line Support
Subject line of the email = Ticket Updated: Ticket # – Ticket Title

 

Important Notables for Opening Support Tickets

Please ensure the below when submitting requests whether via email, portal or phone call. This will help us tremendously to support you at the highest level and provide the quickest turnaround time.

  • Include reference to the Technology, System or Entity effected
  • Provide description of the issue at hand
  • Provide screenshots or other data to help us troubleshoot as needed
  • Provide the your name and most-relevant contact method for you
  • Provide priority of your request (Low, Medium, High, Critical)
  • You have not CC’d other automated systems if submitted via email
  • Have updated information or questions after your ticket is created? Simply email back through the ticket assigned thread from Black Line Support.

Any questions or clarity on the above can be directed to aprevost@blacklineit.com

 

Agent Browser walkthrough for ticket submission

(You can submit tickets to Black Line and view your computer information from the Black Line Agent Browser located on your computer desktop. “Windows Computers Only”)

  1. Double Click the “Agent Browser” icon located on your desktop of your computer
  2. Your first view will default to the “Summary” tab which shows your computer information. (Name, IP address, model, Operating System, and other computer specs)
  3. To open a ticket with Black Line IT, navigate to the “Tickets” tab and select “New Ticket”. You can also review any open ticket status from this tab as well if you have any.
  4. After you select new ticket, fulfill the ticket interface details, upload any screenshot and click submit. You will receive a confirmation of the ticket submission along with an email notification that we have received your request. Your support request will go to our ticketing system, an appropriate engineer will be assigned to the ticket and will contact you within service level.(Note you only need to input your name, email, and phone for the first ticket submission. It will automatically fill for your next submission)

 

Network SLA Priority Matrix

Priority Possible Issue Response Time Resolution Time
Critical
Critical systems with a direct impact on production are down.  No workarounds are immediately available. Examples: Server down, widespread network outages affecting multiple machines, major software systems down, other server-based system failures. Engineering staff responds immediately, within 30 minutes. Resolution ASAP, or in less than 8 hours.
High
Single- or group-user outage or service interruptions.  The impact of the user/group hinders normal production.  No or limited workarounds are available. Examples: Failed computer, bad switch, broken monitor, multi-user software failures, main production printers are down. Engineering staff responds within 2 hours. Resolution within 1 business days.
Medium
Single- or group-user interruptions in normal business activities.  Issues impact productivity, but a viable, though less efficient workaround is available. Examples: Workstation is down but another is available, error messages, primary printer not available, system slow but functioning. Engineering staff responds within 4 hours. Resolution within 2 business days.
Low
Single-user issue does not hinder production or general operation.  Examples: Occasional error messages, end-user training issues, regular local updates, printer installations, local printer down, local hardware slowness or periodic faltering. Engineering staff responds within 8 hours, or one official business day. Resolution within 3 business days.

Software SLA Priority Matrix

Priority Possible Issue Response Time Resolution Time
Critical
Critical systems with a direct impact on production are down.  No workarounds are immediately available. Examples: Server down, widespread network outages affecting multiple machines, major software systems down, other server-based system failures. Engineering staff responds immediately, within 30 minutes. Resolution ASAP, or in less than 8 hours.
High
Single- or group-user outage or service interruptions.  The impact of the user/group hinders normal production.  No or limited workarounds are available. Examples: Failed computer, bad switch, broken monitor, multi-user software failures, main production printers are down. Engineering staff responds within 2 hours. Resolution within 1 business days.
Medium
Single- or group-user interruptions in normal business activities.  Issues impact productivity, but a viable, though less efficient workaround is available. Examples: Workstation is down but another is available, error messages, primary printer not available, system slow but functioning. Engineering staff responds within 4 hours. Resolution within 2 business days.
Low
Single-user issue does not hinder production or general operation.  Examples: Occasional error messages, end-user training issues, regular local updates, printer installations, local printer down, local hardware slowness or periodic faltering. Engineering staff responds within 8 hours, or one official business day. Resolution within 3 business days.

Reach out to us

We look forward to answering your questions. We are always available to provide any support you need.
Let’s talk.