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https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
For as long as customer support departments have been around, the idea of having a “Tiered” or “Level” model of support has been around. When new technicians were hired, they were placed ...
https://en.wikipedia.org/wiki/Technical_support
Multi-tiered technical support. Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' needs regarding their ability to sufficiently serve their customers or users.
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Yet the tiered support model provides no guidance for technical and application specialist groups participate in front line support; instead, the model calls for an escalation and filtering of issues to tier 2 and 3. Tiered support results in queues, work in progress, and backlog.
https://www.mdrc.org/publication/tiered-systems-support
More and more schools are using multi-tiered systems of support to deliver students the right amount of help when they need it. MDRC has evaluated several such systems — eight, in fact. This brief summarizes some lessons about tiered systems of support drawn from those evaluations.
http://tieredsupports.dpsk12.org/
We created the Tiered Support Framework to help ensure great schools in every neighborhood, which is the number one goal of the Denver Plan 2020. The framework is DPS’ way of making sure that the schools with the biggest challenges receive the most intensive support, while also helping all schools work toward continuous improvement.
https://freshservice.com/itsm/three-tier-support-vs-swarming-blog/
Traditional three-tiered IT support: The three-tiered support model gained prominence with the growth of ITIL. ITIL defines organizing your IT support into 3 main pillars – the service desk (a single point of contact for end users), technical teams (server, database teams), applications & IT ops team. At any given point, these teams work ...
https://www.pbis.org/pbis/tiered-framework
Multi-Tiered Framework. A Multi-Tiered System of Support (MTSS) is a data-driven, problem-solving framework to improve outcomes for all students. MTSS relies on a continuum of evidence-based practices matched to student needs. PBIS is an example of …
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