Support framework · v1.0
Three tiers. One support process.
Complete documentation for a three-tier support system designed for digital campuses. Balances AI-powered self-service, educational technology support, and IT operations — so the right questions reach the right people.
The three tiers
AI for routine. EdTech for pedagogy. IT for infrastructure.
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Tier 0
AI self-service
~40% resolution
AI-powered chatbot handles common questions, password resets, schedule lookups, FAQ-class issues. Available 24/7. Conversations escalate cleanly when out of scope.
Typical issues
- Password reset
- Class schedule lookup
- Assignment due dates
- Routine "where do I find…"
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Tier 1
EdTech team
~70% resolution
Pedagogical and educational-technology support. LMS, classroom tools, parent-portal usage, accessibility. Staffed by people who understand both teaching and the platforms.
Typical issues
- LMS troubleshooting
- Lesson-plan integration
- Accessibility configuration
- Parent-portal walkthroughs
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Tier 2
IT operations
95% SLA resolution
Infrastructure, identity, network, hardware. The deep technical layer. SLA-driven response times. Where Tier 0 and Tier 1 hand off when issues are systemic.
Typical issues
- Network outages
- Identity provider issues
- Server provisioning
- Hardware replacement
Why three tiers
Each tier owns the work it is best at.
The shape is intentional. AI handles volume. People handle judgement. Infrastructure handles the deep stack. The framework specifies the handoffs in writing so nothing falls through the cracks.
AI does the boring 40%.
Tier 0 absorbs routine queries that should never have needed a person. Frees the EdTech team to do real pedagogical work, frees IT to do real infrastructure work.
Pedagogy and operations stay separate.
EdTech supports learning. IT supports systems. The distinction matters: an LMS-permissions issue is pedagogy; a database failover is operations.
Escalation paths are written down.
When a tier hands off, the next tier knows exactly what was already tried. No re-asking. No re-diagnosing. The framework specifies the handoff format.
SLAs are honest.
Tier 2 commits to 95% SLA compliance because infrastructure is measurable. Tier 0 and Tier 1 publish resolution rates as they emerge from real load. Honesty over comfort.
Adopt it. Adapt it. Send improvements back.
The framework is open. Every school's support reality is different — what we publish is a foundation, not a mandate.