o365 Support Tiering

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
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