Business users will be provided access to materials (end-user training documents, quick reference cards, knowledge repositories, etc.) that are intended to provide advice on how to handle typical system processes (transactions, reports, etc.). These materials are geared towards increasing the overall knowledge and experience of business users to handle the typical day-to-day “tricks and techniques” to operate the system.
It will be provided by both the Client Super Users/SMEs and the dedicated Madiba Onsite Support Team. Any issue that cannot be addressed through Level 0 (self-help) should be addressed by these team members as a primary point of contact.
This is the support that would be provided by the dedicated Client offshore/remote support team. Any issue that cannot be addressed through Level 1 support will be escalated to the dedicated Client offshore/remote support team.
This is support that would be provided by Madiba, beyond the dedicated Client support team. If an issue arises that cannot be addressed by Level 1 and Level 2 support, the issue will be escalated to Level 3 support.
IMPORTANT NOTE: Madiba is not associated with or sponsored by any of these registered or trademark owners.
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