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