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Support Framework

This guide describes the use of a multi-tiered support framework designed to help the Budget & Finance community, including faculty or staff with financial responsibilities, identify resources.

“What Can I Do On My Own?”

These self-service options apply to you if you:

  • Want to find published support information anytime
  • Don’t want to wait in line for your question to be answered
  • Don’t know who your department Subject Matter Experts (SME’s) are

Self-Service Resources:

Tier 1: "Where Can I Get Help?"

Tier 1 applies to you if you:

  • Have a question that is unable to be answered by your department SME or self-service resources
  • Have a question that can be quickly answered by a knowledgeable representative
  • Need to process a transaction in Services & Support
    • E.g. “I need you to process/approve/route…”

Resources:

Tier 2: "Who Can Help Escalate?"

Tier 2 applies to you if you:

  • Unsure how to submit your request/ticket
  • Have submitted a ticket and are not receiving a response
    • Please try to give agents enough time to process your requests before escalating the ticket
  • Identify something that does not seem to be working properly

Resources:

Tier 3: "How Do I Suggest Enhancements?"

Tier 3 applies to you if you would like to suggest:

  • An enhancement to a financial system
  • Idea to streamline a financial business process
  • Oracle & Concur financial reporting enhancement

Resources:

Use the Support Framework Chart to guide you through the resources available to you.

Find answers, request services, or get help from our team at the UC San Diego Services & Support portal.