Support Structure. PowerSchool Application Support employs a tiered structure. Each level is defined as follows and includes support for English, Spanish, and French languages. Tier 0 Technical Support Consists of the PowerSchool LICENSED PRODUCTS Administrators at each of the school districts / school boards. These Administrators have access to the customer portal knowledgebase. 80 to 90% of all potential issues may be resolved with the documentation contained on the Customer Portal. Tier 1 Application Support Performs the initial investigation on all inbound technical support requests. The Service Provider fully trains the Tier 1 team to diagnose and resolve most issues; however, they will escalate to a Tier 2 Senior Support Specialist if they are unable to provide a resolution. 70 to 80% of submitted cases are typically resolved within Tier 1.
Appears in 2 contracts
Sources: Licensed Product and Services Agreement, Licensed Product and Services Agreement