...
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 |
|
Skydrive uploads/limits/troubleshooting | A & E |
|
Calendar Permissions & Sharing | A & E |
|
Public Folders | A & E |
|
Logout Button Functionality | A | Browser should always be closed to finalize a logout |
License Management | D | Creation and License application for accounts will be automated by ESS |
Skydrive Licensing & Provisioning | D | Automated through account creation |
Skydrive uploads/limits/troubleshooting | A & E |
|
Calendar Permissions & Sharing | A & E |
|
Public Folders | A & E |
|
Expected Escalation Path
With a proposed population primarily of students, this is the expected escalation path.
A | First call resolution, knowledgebase items to be worked with E |
C | Upon confirmation or to attain confirmation that the problem is not client dependent |
D | Enterprise level problems |