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Escalation

  • How will support and escalation work?
    • Escalation: TSC (Judi's team), TS (TBD Zones team), ESS (Lee's team) in that order
    • Basic questions about logging in, using Box can be handled self-service via documentation or by Judi's team
    • Questions about the application not working should be handled by Judi/Jim/FSP
    • Issues with AD/authentication or anything enterprise-level that needs to be escalated to the vendor would be escalated to ESS. Before anything gets here, it should go through Judi's group (troubleshooting) and Jim's group (admin console access) first for resolution.
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