Tier 2 Escalation Workflow

Tier 2 support exists to assist students when a ticket cannot be resolved through standard Tier 1 collaboration.

Tier 2 Response Window

During support hours (Monday–Friday, 6:00 PM–9:00 PM), Tier 1 agents have 5–10 minutes to claim and respond to newly submitted tickets.

If a Tier 1 agent resolves the issue, the ticket is documented and closed.

Escalation Conditions

A ticket should be escalated to Tier 2 when:

• No Tier 1 response is received within 5–10 minutes
• Tier 1 troubleshooting attempts have stalled
• The issue requires deeper technical analysis

Required Escalation Information

Before escalation, the student must document:

• Lab / exercise name
• Exact step where issue occurred
• Troubleshooting steps already attempted
• Error messages or unexpected behavior
• Suspected cause (if known)

Tier 2 Responsibilities

Tier 2 agents are responsible for helping resolve the specific blocker preventing progress.

Tier 2 agents should NOT complete labs for students.

Their role is to:

• Diagnose the issue
• Guide troubleshooting
• Verify resolution
• Document the solution

Resolution Goal

Tier 2 sessions should aim for resolution within 15–20 minutes whenever possible.

If unresolved, progress should be documented and additional follow-up may be scheduled.