How IT Support Works at Evive Brands

1. Overview

• Evive Brands runs one central IT support system for every brand in the family (for example: Assisted Living Locators, Executive Home Care, The Brothers That Just Do Gutters, and more!)
• No matter which brand you work for, you can request IT help the same way and it reaches the right person.
• Purpose of this article: show you the fastest way to get help, what to have ready, and what happens after you ask.

2. The three ways to get help

• The Support Portal (best option). Submit a request, track its status, browse help articles, and chat with EVA, all in one place. https://support.evivebrands.com/
  Requests here get the fastest response because they arrive already categorized, so there is less back-and-forth before someone can work on them.
• EVA, the virtual assistant (inside the portal). Ask EVA first for quick answers. She searches the knowledge base and can walk you through common fixes. If she cannot resolve it, she files a ticket for the IT team on your behalf.
• Email. Send to support@evivebrands.com and a ticket is created automatically. This works, but can be slower, because someone has to read it and sort it before it can be routed.

3. Incident vs. Service Request

This single distinction drives how your request is handled:

• Incident: something you already have access to has stopped working. Examples: your laptop will not turn on, email that worked yesterday now rejects your password, the office Wi-Fi is down.
• Service Request: you need access to something you do not have yet. Examples: a new Google Workspace account for a new hire, access to a shared drive, a new piece of equipment.
• Getting this right routes your request to the correct queue and sets the right expectations.

4. What to have ready before you ask

• Your name and work email.
• Which brand you are with.
• Whether it is an incident or a service request.
• The category: Hardware, Software, or Network.
• The specifics: which device (laptop, monitor, printer, and so on), which application (for example Google Workspace, AirCall, the CRM), or which network issue (Wi-Fi, VPN, DNS).
• A clear description of what is happening, and a screenshot if you have one.
• One issue per request. If you have two unrelated problems, submit two.

5. What happens after you submit

• You get a confirmation with a ticket number. Keep it for reference.
• The request is routed to the right IT specialist based on your brand and category.
• You can follow the status in the portal. The stages you will see are roughly: New, In Progress, Pending (waiting on an approval or an outside party), Waiting on You (we need something back from you), and Completed.
• You will get updates by email as it moves along.
• If we need more detail, we will reach out. Replying quickly keeps your request moving.

6. How fast to expect a response

• Portal and EVA submissions get the fastest turnaround because they arrive pre-sorted.
• Email requests take a little longer due to manual triage.

7. Help yourself first: the Knowledge Base

• Before submitting, search the knowledge base for step-by-step fixes to common issues (for example password resets, connecting your calendar, common application questions).
• EVA answers from these same articles, so the more that lives here, the faster everyone gets unblocked.

8. Common request types (with examples)

• Hardware: desktop, laptop, monitor, keyboard, mouse, headset, printer, router, cables.
• Software: Google Workspace (Gmail, Drive, Docs, Sheets, Calendar, Meet), AirCall (phone), the CRM, Adobe, and other applications. Choose one application per request.
• Network: Wi-Fi, VPN, DNS, LAN, firewall.
• Google Workspace account requests (service requests): new account, account termination, delegation, shared account, password reset.

9. What EVA can and cannot do

• EVA can: answer knowledge base questions, guide you through common fixes, and, when needed, file a ticket with the right brand, category, and details filled in, then give you the ticket number.
• EVA cannot: transfer you to a live person in the chat. There is no live human handoff. When EVA files a ticket, the human IT team reviews it and follows up with you by email, and the chat is complete at that point.
• Do not share sensitive personal, health, or financial information in the chat. If a request needs that, the IT team will handle it through a secure channel.
• EVA will try to solve your issue in the chat first, and will only open a ticket when it genuinely needs help from the human team.

10. Tips for the fastest resolution

• Use the portal over email when you can.
• Check the knowledge base first.
• Be specific, and keep it to one issue per request.
• Always say which brand you are with.
• Attach a screenshot when it helps.