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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 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:

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:

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:

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.