C-ID 2.0 End User Support

This page is under development. 

End User Support Process:

  1. End Users (Colleges) will submit tickets (initially emails) to zendesk. 

  2. Support tickets will be triaged by an ASCCC Academic Affairs specialist (Tier 1).

  3. Tickets that can not be resolved will be escalated via zendesk to a Tier 2 support rep (C-ID Business Analyst or other).

  4. Tickets that cannot be resolved by tier 2 are entered into JIRA via integration w zendesk and auto assigned to sustaining engineer.

  5. If defect is determined to be a blocker once investigated and with the priority/severity matrix overlaid, it's immediately assigned to PM for prioritization.

  6. PM reviews and prioritizes backlog of defects on a weekly basis (Tier 3). 

  7. Bug Fix releases occur every two weeks w release notes unless there is a blocker issue requiring an emergency push. Release notes are the responsibility of PM. 

  8. Tier 2 and the ASCCC Academic Affairs specialist are responsible for final QA of defect.   

  9. Zendesk tickets will be closed when the defect is fixed and released to production. 

ASCCC Operations Support Process:

  1. Zendesk tickets are created by ASCCC Academic Affairs staff for admin application support needed (Tier 1). 

  2. The Tier 2 support rep (C-ID Business Analyst or other) triages the ticket.

  3. Tickets determined to be enhancements will be routed to PM for further eval and the Zendesk ticket will be closed. 

  4. Tickets that cannot be resolved by tier 2 are entered into JIRA via integration w zendesk and auto assigned to sustaining engineer (Tier 3).

  5. If defect is determined to be a blocker once investigated and with the priority/severity matrix overlaid, its immediately assigned to PM for prioritization.

  6. Project Management and ASCCC AA staff review and prioritize the backlog of ops defects during weekly status meetings. 

  7. Bug Fix releases occur every two weeks. Release notes are not required for ASCCC Ops Support defects/tickets.

  8. Tier 2 and the ASCCC Academic Affairs specialist are responsible for final QA of defect.   

  9. Zendesk tickets will be closed when the defect is fixed and released to production.