K-12 Digital Campus Support Process Framework
Complete three-tier support system documentation
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
Tier 1: EdTech Team
Customer success focused, user experience support
Tier 2: IT Ops
Technical infrastructure and backend systems
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
How This Framework Embodies Our Principles
All Nyuchi Learning frameworks adhere to core governance principles that ensure they deliver maximum value for schools across Africa and the developing world. Here's how this K-12 Support Process Framework embodies each principle:
Open & Shareable
How this framework delivers: Complete support process documentation freely available. No licensing fees for ticketing workflows, routing criteria, or SLA templates. Schools can copy, adapt, and share this entire three-tier support model.
Example: Download this framework, customize tier responsibilities for your school size, and share your adaptations with other institutions.
Evidence-Based
How this framework delivers: Three-tier model based on industry best practices (40% AI resolution, 70% Tier 1 resolution rates). SLA targets aligned with ITIL service management standards. Metrics proven to improve customer satisfaction (target: 4.5/5.0).
Example: Framework targets 95% SLA compliance across all tiers based on research showing this threshold maximizes user satisfaction while maintaining cost efficiency.
Competency-Focused
How this framework delivers: Tier 1 emphasizes customer success competencies (empathy, communication, user experience) over pure technical skills. Training focus on problem-solving and relationship-building, not just ticket resolution.
Example: EdTech team trained as customer success agents—prioritizing user experience and teaching/learning impact, not just closing tickets quickly.
Mobile-First
How this framework delivers: AI chatbot accessible via mobile devices for 24/7 support. Ticket submission and status tracking optimized for smartphone interfaces. Support knowledge base designed for mobile reading.
Example: Teachers can submit support tickets via mobile chatbot during class, receive instant AI guidance, and track resolution status—all from their smartphones.
Culturally Responsive
How this framework delivers: Multilingual chatbot support for top languages in your community. Ticket fields accommodate diverse naming conventions and cultural contexts. Support hours adapted to local school schedules and time zones.
Example: AI chatbot provides support in English, French, or local languages based on user preference, ensuring language is never a barrier to getting help.
Cost-Conscious
How this framework delivers: AI self-service (Tier 0) handles 40% of issues at near-zero marginal cost. Tier 1 EdTech team optimized to resolve 70% of escalations before expensive Tier 2 IT involvement. Open-source ticketing systems (Zammad, osTicket) save thousands annually.
Example: By resolving 40% of 10,000 annual tickets via AI at $0.50/ticket vs. $15 human cost, schools save $14,500/year on support operations.
Implementation-Focused
How this framework delivers: Detailed process flow diagrams, routing decision trees, and ticket field requirements. Comprehensive implementation checklist with vendor selection criteria. SLA templates ready to deploy, not theoretical guidelines.
Example: Framework includes exact routing criteria ("If issue type = LMS Access AND severity = High → Route to Tier 1 within 5 minutes") ready to configure in your ticketing system.
Part of a Broader Mission
This framework is one of multiple frameworks released by Nyuchi Learning, a division of Nyuchi Africa committed to empowering developing countries to leapfrog traditional educational models. Learn more about our mission, vision, and strategic goals.
Read Our Mission & ImpactSupport 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)
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)
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)
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)
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 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)
Ticketing system, AI chatbot, knowledge bank, training
Annual Operating Cost
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.
Ready to Implement?
Download the complete support framework with detailed decision trees, sample templates, and implementation guides.
Free to use, copy, adapt, and share • Created by Nyuchi Learning