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Tier 1 Support
Support Center
- First-Time Logins
- Basic UI Navigation
- Basic Password Management Navigation
- Basic Troubleshooting
- Providing Links/Soft Copy of Knowledge base Articles
Tier 2 Support
Technical Services
- Intermediate to Advanced Troubleshooting with Deskside or Remote Assistance
- Overflow Assistance for Tier 1 Support (Peak Call Volume)
Tier 3 Support
Application Development & Database Administration
- Platform Integrity Issues(Site Outage/GUI/Password Management/Account Access)
- All Communication with Vendor (QuickLaunch)
- Document for public facing audience
Systems & Network Administration
- Active Directory-Related Issues in partnership with AD & DBA)