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Information Technology Services

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