...
Tier | Group Responsible |
|---|---|
A | CSS - Tier 1 (On-site or Outsourced) |
B | CSS - Zone Support |
C | EI-SS |
D | EI-ESS |
E | COE-Training |
Example Support Items
Type of Request | Responsible Tier | Notes |
Mobile App Troubleshooting |
...
A & E | Most documentation (E) Should be repurposable from MSFT directly | |
Licensing Apps | A & E | FAQs for utln@tufts.edu would be helpful |
App Version Conflicts | A & E | Most documentation (E) should be repurposeable from MSFT directly |
License Changes | A | In the event a license needs to be toggled/changed in a one-off fashion |
License Management | D | Creation and License application for accounts will be automated by ESS |
Authentication | A & E | Confirmation of ability/inability to log into Tufts.Box.com & iSIS should be conducted before escalation to C |
Cannot License/Map Applications | A& E |
|
Logout Button Functionality | A | Browser should always be closed to finalize a logout |
Skydrive Licensing & Provisioning | D | Automated through account creation |
Skydrive uploads/limits/troubleshooting | A & E |
|
Calendar Permissions & Sharing | A & E |
|
Public Folders | A & E |
|