Next Gen Support Protocol

There are three tiers to our classroom support protocols.

1. IMS (formerly ATS) team IRC
   1. Phone support tries to resolve the problem and/or someone goes to the classroom and resolves the issues. This might be a temporary solution involving rolling a cart into the classroom in the worst case, as a short term fix. No matter whether the issue is resolved temporarily, or permanently, an appropriate ticket is opened in the customers name and the parties who did work are noted in the ticket. If there is a resolution, even if the resolution is short term, this ticket is closed with the resolution being placed in the resolution field. If there is no resolution, skip to item 2.
   2. If a long term solution is needed then a second ticket, with the work that needs to be done, in the description field and the IMS (formerly ATS) team as the customer, and that ticket if it can be resolved by the IMS (formerly ATS) team is assigned the ticket, else it is escalated.
2. ITS Classroom Technology Team
   1. This is the team reporting directly to iMike that takes escalated tier 2 tickets.
3. an AdHoc ITS team based on the nature of the problem.