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Support Matrix

Support Matrix

🛠️ Understanding Support Tiers: Who Handles What?

A quick guide to technical support responsibilities

Tier

Provided By

Common Tools/Resources

Example Cases

1️⃣ Level 1
(Basic Support)

Your IT Team or your Implementation Partner

• FAQs
• Chatbot
• User Guides

Device setup errors, magic link issues, simple how-to questions

2️⃣ Level 2
(Technical Support)

Your Implementation Partner

• Configuration Guides
• Chatbot

Integration help with SAML/OIDC/ WS-Fed, CBE assistance

3️⃣ Level 3
(Expert Support)

IDEE Team

• Advanced Diagnostics
• Engineering Support

Complex integration bugs & service issues

Key Notes:

  • Partners handle Levels 1-2 (frontline support)

  • IDEE exclusively manages Level 3 (escalated technical issues)

  • Always check lower-tier resources before escalating

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