FAQs

Welcome to the AeRO IT User Support FAQ page.

If you have a question regarding the project please do not hesitate to contact us.

General

• What is an eResearch Application or Service?

  An eResearch Application or Service is any software, service or application (website) that delivers eResearch services to researchers.

• What happens if my service does not meet all criteria for the AeRO Tick?

  The User Support Consultant will work with you to help you reach the criteria. If you do not reach the criteria for the AeRO Tick you will receiving provisional accreditation and your service can be displayed with accredited services. However your service will not be promoted to Institutional Service Desks. The AeRO IT User Support Project has discretion to provide accreditation in circumstances where mandatory criteria have not been met.    

• My eResearch service or application is in BeTA. Can I get the AeRO Tick?

  Yes! If you service is currently in development, our user support consultant can provide you with a review of your service and provide ways of increasing your user support. If you are also planning on releasing an service or application, please register your interest so your service is able to receive exposure and support from the moment you launch. Find out more here.

• What is Tier 0, 1, 2 & 3 support?

  Generally, support queries are categorised into tiers according to the nature and complexity of the support query. The tiers loosely correspond to the nature of specialised skills needed to resolve (or fix) the issue. The follow table provides an overview of support tiers and some examples.

  Tier	Description	Example
  0	Self help and support	A user will generally self-help themselves. Examples include micro-copy, forums, google search, FAQs and support manuals.
  1	Help Desk	Usually the first point of contact between a users and a service. Examples might include trouble logging into an application or system. Generally no technical knowledge is needed to rectify the issue.
  2	Application Expertise	Generally for issue which involve a technical understanding of the application or system. Examples might include a 'bug' or issue in some software.
  3	Specialised Expertise	Reserved for more specialised technical solutions that exist across multiple systems.
  4	Vendor Expertise	This tier is reserved for items which might be outside of the institutional expertise skill set and are dependent on third party suppliers.