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Application Support

Level I Support Activities

– C-Techs, Helpdesk, Functional Resource People

 Problem verification:

  •  Functional Issue
  •  Security or Authority Issue
    • Data or Program problem
    • Hardware Problem
    • Network or Telecom Problem 

Direct to appropriate resource, suggest/attempt simple solutions, or forward to Level II.  

Level II Support

 – Analysts and  Network Team 

  • Verification of Level 1 problem analysis
  • Attempts to diagnose, fix, or find work-around

Level III Support

 – Team Leaders (Network and Applications) and Local DBA’s

  •   Final attempts to diagnose, fix or work around
  •   Report problem to Vendor(s) and follow-up on solution
  •   Report status to initial contact and other significant stake holders