Primary Roles and Responsibilities
-------------

Responsible for meeting Remedy SLA.
	http://webmaster.andrew.cmu.edu/remedy/notifications.html

Responsible for keeping documentation up-to-date 
	(Solutions, Web documentation, support statements, training
	and trouble-shooting guides, policy statements, etc.)

Responsible for evalutions of new release versions
	and for phase-out of old versions or services (unless otherwise
	delegated).

Responsible for ensuring that SR hand-off to other internal 
	support groups is covered.

Ensure the Help Center is notified and/or trained on new services/products.

Work with Education Services to ensure training and class documentation
	is accurate and sufficient.

Ensure that departments/campus community is notified of significant
	changes to services or products.

Ensure that the Secondary is involved in any modifications or projects 
	that may change the current SLA.

Ensure that secondary is aware of support load and upcoming changes in 
	support.  


Secondary Role:
---------------

Responsible for meeting Remedy SLA 
	http://webmaster.andrew.cmu.edu/remedy/notifications.html

Covers support duties for primary during unexpected absences, or 
as absences negotiated between primary and secondary (e.g. vacations).
Secondary should be notified in advance for planned absences of significant
duration (e.g. 3 or more days)

May cover Remedy based upon platform or service area expertise (e.g
	Windows/Mac specific problem, Mulberry preference issue).

Supports Primary for heavy load CTI or during heavy usage times.

Works with Primary to keep up-to-date on documentation, project status, 
	etc.

Communicates periodically with Primary to determine what problem areas 
	there may be or how support can be improved.