Welcome to Lighthouse
Who is Lighthouse IT?
We are your IT department here to:
- Help when technical problems and questions impact your work
- Manage your IT systems to keep you productive and sage
- Give it best practices and planning advice
How Do I Get Help?
- Email – help@lighthouseit.us (not .com)
- Call – (254) 774-9035
- Please always call:
- When it’s urgent
- After Hours (outside of M-F 8am-5pm)
- For Internet/Email outages
- Right-click our icon on your PC’s taskbar
- Choose “Create a Service Ticket”
- Enter your e-mail address in the “From” field
Helpdesk Expectations
Like an ER, we triage based on business impact.
Response Times:
- Priority 1 (Business Shutdown) – Usually immediate, max 15 minutes
- Priority 2 (Severe Impact) – Usually 15 minutes, max 1 hour
- Priority 3 (Moderate Impact) – Usually 1.5 hours, max 4 hours
We will contact you via Phone, Email, and/or Chat
- Depending on the issue and your preference and availability
- Chat window is the two red rectangles on your taskbar, click to open it.
Please tell the Help Desk about the problems you have! They want to help!
After hours (outside of M-f, 8am-5pm) is for emergencies only
- i.e., a critical deadline will be missed, or
- An outage affecting multiple people who need to work
- it is not 24×7 support
Maintenance and Monitoring
Our systems continuously monitor your IT to:
- Catch issues early to eliminate or reduce business impact
- Fix problems faster given additional data
- Ensure backups run sucessfully
- Ensure antivirus is active and up-to-date
- and NOT to monitor your behavior
Every week, our systems deploy software security updates/patches
- Not all updates are installed, we approve them
- Please leave your PC on when you see the message below!
- Save and close any files