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Support tiers:

Role 

Who owns this role? 

What are the core responsibilities? 

Tier 0 (Archivists as staff users) 

Archivists in each repository 

Tier 1A (Archivists as super users) 

Archivists in each repository 

  • Provide support to end users (patrons) and report unresolved issues to Core Services 
  • Assist with the development of help articles in collaboration with the Product Owner 
  • Perform some configuration changes such as closure hours, announcements, and revisions to email template text 
  • Manage permissions for staff users and reset passwords 

 

Tier 1B (LTDS Service Desk) 

LTDS Service desk led by Jack Scott 

  • Triage and assign unresolved requests to appropriate Tier 2 support group 
  • Perform new user client installation 
  • Resolve issues related to printer configuration 
  • Resolve issues related to client connectivity configurations (such as preferred database connections) 
  • Manage and maintain client/database installation files 

Tier 2 Support Team 

Core Services Application Support Team and Middleware led by Alex Cooper 

  • Investigate and resolve issues not resolved by Tier 0 or Tier 1 support, including emergent needs when Tier 0 or Tier 1 support is not available 
  • Investigate and escalate issues where needed, including submitting support tickets to the vendor for issues that cannot be resolved locally and serving as a liaison between archivists/end users and the vendor 
  • Implement configuration changes or additions as approved by product owner 
  • Implement some webpage changes as approved by product owner 
  • Generate custom reports as requested by archivists 
  • Monitor SSL/db errors and report to vendor as needed 
  • Resolve issues related to external (non-Emory) integrations 
  • Maintenance of the custom integration from Alma to Aeon 

 

Tier 3 Support Team 

LTDS Software Engineering Team led by Collin Brittle 

  • Implement more extensive webpage changes as approved by product owner 
  • Resolve issues related to integrations with Emory-developed systems (e.g., Integration between Aeon and Finding Aids) 
  • Complete enhancement requests approved by product owner 


Product Owner 

Elizabeth Roke 

  • Assist assignment groups with communication to end users as indicated in process flows and/or operations documentation 
  • Assist assignment groups with functional testing as indicated in process flows and/or operations documentation 
  • Coordinate and approve library-wide enhancements and configurations 
  • Communicate new releases and system downtime 
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