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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


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


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


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.