# Institution's Support Responsibilities

## **Helpdesk Support for Engage Users** <a href="#institutionssupportresponsibilities-helpdesksupportforengageusers" id="institutionssupportresponsibilities-helpdesksupportforengageusers"></a>

### Tier 1 Support <a href="#institutionssupportresponsibilities-tier1support" id="institutionssupportresponsibilities-tier1support"></a>

Unizin is committed to providing excellent support for your students and faculty. To do this, we coordinate with your institution’s Helpdesk to ensure an efficient and responsive workflow. For Engage-related issues, your institution is the first source of support. This institution-level support will complement all other IT/HelpDesk support the institution already provides faculty and student users. Some common user support requests include questions about connectivity, basic functionality, accessing digital course materials, navigation, annotating, highlighting, sharing notes, etc.

### Tier 2 Support <a href="#institutionssupportresponsibilities-tier2support" id="institutionssupportresponsibilities-tier2support"></a>

Unizin will provide support to your institution's Helpdesk for issues that need to be escalated for further assistance.

### **Other support articles:**

{% content-ref url="../../../../support-and-training" %}
[support-and-training](https://resources.unizin.org/support-and-training)
{% endcontent-ref %}


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