K-12 Digital Campus Support Process Framework

Complete three-tier support system documentation

Version 1.0 • October 2025 • Nyuchi Learning
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Free to use, copy, adapt, and share under open framework license

Executive Summary

This document defines the comprehensive support process for teachers, students, and parents in the K-12 Digital Campus ecosystem. The three-tier support model ensures efficient issue resolution while optimizing resource allocation.

Tier 0: AI Self-Service

Immediate assistance via chatbot and knowledge bank

40% resolution rate

Tier 1: EdTech Team

Customer success focused, user experience support

70% of escalations resolved

Tier 2: IT Ops

Technical infrastructure and backend systems

95% SLA compliance

Key Metrics Goals

  • 40% of issues resolved by AI (Tier 0)
  • 70% of remaining issues resolved by EdTech (Tier 1)
  • 95% SLA compliance across all tiers
  • 4.5/5.0 customer satisfaction score

Support Tier Overview

Tier 0: AI-Powered Self-Service

Purpose

Provide instant, 24/7 support for common questions and issues

Capabilities

  • Natural language understanding
  • Knowledge bank search and article recommendations
  • Contextual follow-up questions
  • Ticket creation when unresolved

Success Criteria

  • 40% resolution rate without human intervention
  • <30 seconds average response time
  • User satisfaction >4.0/5.0 for resolved issues

Tier 1: EdTech Team (Customer Success)

Purpose

Front-facing support focused on user experience, training, and platform usage

Scope of Responsibility ✅

  • Account setup and onboarding
  • Platform navigation and "how-to" questions
  • Curriculum and learning platform support
  • Parent/teacher communication tools
  • Feature requests and feedback
  • General troubleshooting (non-technical)
  • Training and professional development
  • Student engagement strategies

Out of Scope ❌

  • Backend system access
  • Network infrastructure
  • Hardware repairs
  • Database/API issues
  • Security incidents

Team Composition

  • 3-5 EdTech specialists
  • 1 team lead
  • Coverage: 7:00 AM - 6:00 PM (school days)
  • On-call rotation for critical teacher issues

Tier 2: IT Ops (Technical Support)

Purpose

Backend technical infrastructure support and complex troubleshooting

Scope of Responsibility

  • Network and connectivity issues
  • Hardware problems and repairs
  • System errors and crashes
  • Security incidents and breaches
  • Database and API issues
  • System integration problems
  • Performance and scalability
  • Vendor escalations
  • Infrastructure maintenance

Team Composition

  • 2-4 IT support specialists
  • 1 IT manager
  • 1 network administrator
  • Security team (shared/consultative)
  • 24/7 on-call for critical issues

Process Flow Diagrams

High-Level Support Flow

User Access Support Portal
          ↓
    ┌─────────────┐
    │ TIER 0: AI  │
    │  Chatbot    │
    └──────┬──────┘
           │
    ┌──────┴──────┐
    │  Resolved?   │
    └──┬────────┬──┘
      YES      NO
       │        │
       │        ▼
       │   Smart Routing
       │        │
       │   ┌────┴────┐
       │   │         │
       │   ▼         ▼
       │ Tier 1    Tier 2
       │ EdTech    IT Ops
       │   │         │
       │   └────┬────┘
       │        │
       └────────┘
            │
            ▼
       Resolution

User Journey Stages

1. Discover

Portal search, browse KB articles

2. Engage

AI chat, read articles

3. Resolve

EdTech or IT Ops solution

4. Feedback

Survey, rating, comments

Routing Criteria & Decision Trees

Initial Classification Matrix

Issue Category Keywords/Indicators Route To Priority
Authentication & Access login, password, forgot password, locked out EdTech Medium
Platform Navigation how do I, where is, can't find, tutorial EdTech Low
Network/Connectivity can't connect, internet down, wifi, network error IT Ops High
Hardware Issues device broken, screen, keyboard, chromebook IT Ops High
System Error/Crash error message, crashed, frozen, won't load IT Ops Critical
Security Concerns hacked, suspicious, data breach, unauthorized IT Ops Critical

Auto-Escalation Rules

System-Wide Issues

If 5+ users report same issue in 1 hour → Escalate to High/Critical

Teacher During Class

Teacher blocked during school hours → Escalate to High

Testing Deadlines

Assessment issue with <2 days until test → Escalate to High

SLA Risk

Ticket age >150% of SLA time → Auto-escalate priority

SLA Recommendations

Response Time SLAs

Priority Level Tier 0 (AI) Tier 1 (EdTech) Tier 2 (IT Ops)
Critical Instant 15 minutes 30 minutes
High Instant 2 hours 4 hours
Medium Instant 4 hours 8 hours
Low Instant 1 business day 2 business days

Resolution Time SLAs

Priority Level Tier 1 (EdTech) Tier 2 (IT Ops)
Critical 1 hour 4 hours
High 8 hours 1 business day
Medium 2 business days 3 business days
Low 5 business days 5 business days

Service Level Objectives (SLOs)

≥95%
Response SLA Compliance
≥90%
Resolution SLA Compliance
≥4.5/5.0
Customer Satisfaction
≥40%
AI Resolution Rate
≥70%
EdTech First-Contact Resolution
≤20%
Escalation Rate

Ticket Field Requirements

Tier 0: AI Chat Bot - Initial Capture

These fields are automatically collected when a user interacts with the AI chatbot:

Required Fields

  • ticket_id (auto-generated UUID)
  • user_id, user_email, user_name
  • user_type (Teacher/Student/Parent)
  • school_site, grade_level
  • issue_summary, issue_description
  • timestamp_created

Auto-Captured Data

  • chat_transcript (full AI conversation)
  • articles_viewed, articles_helpful
  • ai_suggested_category
  • ai_confidence_score (0-1)
  • sentiment_score (1-10)
  • browser_info, device_type
  • ip_address

Tier 1: EdTech Team - Enhanced Fields

EdTech-Specific Fields

  • assigned_agent, priority
  • category, subcategory
  • platform_area, affected_feature
  • screenshots, screen_recording
  • attempted_solutions
  • workaround_provided
  • knowledge_bank_article
  • resolution_notes
  • user_satisfaction (1-5 stars)

Category Options

  • Account: Password Reset, Username Issues, Access Permissions
  • Training: Platform Navigation, Feature Tutorial, Onboarding
  • Content: Assignments, Grades, Curriculum Materials
  • Feature: Enhancement Request, Bug Report, Integration
  • Communication: Messaging, Notifications, Announcements

Tier 2: IT Ops - Comprehensive Fields

Technical Fields

  • incident_type, affected_systems
  • impact_scope (Single/Multiple/School-wide)
  • service_outage (true/false)
  • root_cause, root_cause_category
  • technical_details, error_code
  • log_files, diagnostic_results
  • asset_tag, asset_location
  • vendor_ticket_id, vendor_name

Security & Compliance

  • security_incident (true/false)
  • security_team_notified
  • incident_report_id
  • data_breach (true/false)
  • affected_data_types
  • compliance_notification_required
  • post_incident_review (true/false)

Implementation Checklist

Phase 1: Foundation (Weeks 1-4)

4 weeks

Week 1: Planning & Requirements

  • Assemble implementation team
  • Review framework with stakeholders
  • Document existing support volume
  • Set baseline metrics
  • Create project timeline

Week 2: Knowledge Bank Development

  • Audit existing documentation
  • Create knowledge bank structure
  • Write initial 50 articles
  • Create article authoring process

Week 3: AI Chatbot Setup

  • Select AI chatbot platform
  • Configure and train chatbot
  • Test internally (50+ scenarios)
  • Integrate with portal

Week 4: Ticketing System Configuration

  • Select ticketing system
  • Configure ticket fields
  • Set up automation rules
  • Configure SLA monitoring
  • Build dashboards

Phase 2: Integration & Training (Weeks 5-8)

4 weeks

Week 5: System Integration

  • Connect AI chatbot to ticketing
  • Integrate EdTech and IT Ops systems
  • Set up SSO authentication
  • Configure email and SMS
  • Integrate with SIS/LMS

Week 6-7: Team Training

  • Conduct EdTech team training (2-day intensive)
  • Create quick reference guides
  • Conduct IT Ops training (1-day)
  • Review escalation process

Week 8: Pilot Testing

  • Select pilot group (50-100 users)
  • Launch soft pilot
  • Monitor pilot metrics
  • Gather feedback and iterate

Phase 3: Launch & Optimization (Weeks 9-12)

4 weeks

Week 9: Launch Preparation

  • Create launch communication plan
  • Prepare team for increased volume
  • Final system testing
  • Set up monitoring and alerting

Week 10: Launch Week

  • Monday: Soft launch
  • Tuesday-Thursday: Monitor & adjust
  • Friday: Week 1 review

Week 11-12: Optimization & Review

  • Analyze data and trends
  • Expand knowledge bank
  • Refine AI training
  • Conduct 30-day review
  • Plan continuous improvement

Phase 4: Continuous Improvement (Ongoing)

Monthly/Quarterly

Monthly Activities

  • Metrics review and analysis
  • Knowledge bank maintenance
  • AI training updates
  • Team development sessions

Quarterly Activities

  • Comprehensive system audit
  • User satisfaction survey
  • SLA review and adjustment
  • Stakeholder presentation

Annual Activities

  • Full process audit
  • Industry benchmarking
  • Technology refresh evaluation
  • 3-year strategic planning

Implementation Budget

Initial Setup (Year 1)

$15,000 - $35,000

Ticketing system, AI chatbot, knowledge bank, training

Annual Operating Cost

$50,000 - $120,000

Staff salaries, software licenses, on-call compensation

Note: Costs vary significantly based on school size, existing systems, and staffing decisions. See full breakdown in downloadable PDF.

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