Each institution must identify a Sponsor Team or individual for each Unizin product or service being utilized. The Sponsor Team is considered the owner of the offering and is responsible for either providing Tier 1 support or for delegating the support to the institution’s Help Desk.
All initial questions and feedback should be directed to the Sponsor Team or Help Desk as appropriate.
Tier 2 Support
If a Sponsor Team, individual or institution’s Help Desk is unable to resolve an issue or answer a question, they may pass the issue to the Unizin Staff for assistance. Unizin agrees to coordinate with an institution’s Help Desk to ensure an efficient and responsive workflow.
The Help Desk shall have access to the Unizin Customer Support Portal to request assistance from and communicate with Unizin Staff. Therein the institution should create a support ticket for assistance in the Ticketing System.
Unizin shall provide Customer Support from 8AM to 5PM ET M-F for High, Medium, and Low incidents, with the exception of Unizin observed holidays.
Unizin shall provide emergency support 24 hours a day, 365 days a year for Critical incidents.
General Service Level Expectation (SLE)