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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

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

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