Support models and service ownership
On This Lesson 4 topics
This lesson is planned. The outline below lists the topics it will cover. The full lesson has not been published yet.
In this lesson
define support tiers, hours, escalation, and service ownership.
Planned topics
- Tiers: service desk (first line), operations or application support (second), engineering and vendors (third).
- Hours follow business needs: store trading hours and web peaks, not office hours.
- Every service and every integration has one named owner team; shared ownership means no ownership.
- Escalation paths define who is called, in what time, for which severity.
Draft outline details
Demonstration
an ownership map: service, owner team, support tier path, hours, vendor contact, severity targets.
Check your understanding
Who owns the order-to-ERP integration?
Show answer
It needs one named owner team; it must not fall between platform and ERP teams.
Practice
Apply this lesson with the module's lab, exercises and quiz.
Marking a lesson complete is optional and you can undo it any time. Your progress stays in this browser.