About
This is intended to be a guidance document to help identify where tickets/questions/service requests may be most appropriately handled as incoming Students begin to join the environment
Tiering Matrix
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 |
|