Support Framework
Last Updated: March 14, 2022 10:00:07 AM PDT
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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:
- Your immediate Supervisor
- Budget & Finance User Group
- Knowledge Base Articles
- Community of Practice
- Published Information in Blink
- Training Videos
Tier 1: “Where Can I Find Answers?”
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
Resources:
- Attend an Office Hours session
- Contact the Finance Help Line
- Tuesday - Thursday, 10am - 12pm | 1pm - 3pm
- (858) 246 - 4BFS | (858) 246 - 4237
- Submit a request ticket in Services & Support
Tier 2: “Where Do I Go to Submit a Request?”
Tier 2 applies to you if you:
- Have a question that is unable to be answered in Tier 1
- These questions typically require research
- Need to process a transaction in Services & Support
- E.g. “I need you to process/approve/route…”
- Identify something that does not seem to be working properly
Resources:
- Find the form in our Request Catalog to process your transaction request
Tier 3: “Where Do I Go to Request an Enhancement?”
Tier 3 applies to you if you require:
- Report or System Enhancements including:
- Advanced Configuration
- Security Administration
- Functional Integration
Resources:
Find answers, request services, or get help from our team at the UC San Diego Services & Support portal.