Getting Help: The Tier 1 Triage Process

In this article, you'll learn how to provide Tier 1 support, as well as escalation options.

For more information on other admin tasks, check out:

Tier 1 support is provided by the client for their authors and learners. Below you'll find some recommended steps to solve users' concerns before escalating to creating a Tier 2 support ticket.

Step 1: Troubleshoot & Solutions

As annoying as it is, the simplest fixes are often the most successful. If a user has trouble accessing Amplifire, look at the following first:

Task	Detail
Confirm web browser and clear cache	• How to clear cache in Firefox • How to clear cache in Edge • How to clear cache in Chrome • How to clear cache in Safari
Attempt private browsing	• Private browsing in Firefox • Private browsing in Edge • Private browsing in Chrome • Private browsing in Safari
Disable cross-site tracking _{*For MAC and iOS users}	• How to disable cross-site tracking
Is popup blocker blocking Amplifire? Disable and try again	• Disable instructions for Firefox • Disable instructions for Edge • Disable instructions for Chrome • Disable instructions for Safari
Using a Virtual Private network (VPN)?	If possible, disconnect from VPN and attempt to launch again
At a business location or at home?	Attempt to launch at a business location on a company device (if possible).

Step 2: Gather More Details

Providing as much information (and the right information) to Amplifire when you reach out will help us provide high-quality solutions for you.

Information	Detail
Device Ownership	Company owned or personally owned?
Updates or Changes that may have occurred recently	iOS/Windows updates, Security settings, anti-virus programs, ad blockers, or pop- up blockers?
Smart Device Test	Are you able to access Amplifire via a smart device (iPhone or Android)?
Date & Timestamp	At what time did you attempt to access Amplifire/did the issue occur?

Step 3: Ask for Help

In the first 30 days post-launch, contact your Implementation and Solutions Specialist (ISS) or Client Success Manager (CSM) for additional help. After 30 days, follow the steps below:

Task	Details
Email Amplifire Support and copy (CC) your Client Services Manager (CSM)	Amplifire Support: support@amplifire.com CSM: <CSM Name>
Please provide the following details in the body of the email and an Application Support ticket will be auto generated and sent to the requestor.	• Company Name • Course Name • Your username (email address) • Date and time issue occurred • Description of the issue • A screenshot of the error message • Video or screen cast reproducing the issue • Details from Steps 1 and 2

Support Services Operating Hours: 6 a.m.- 6 p.m. Mountain Time, Monday-Friday

Support Services After Hours Emergency Contact: (866) 808-7814

A service desk ticket will be created
Support Services after hours on-call team will be contacted

Amplifire Status Page: https://amplifire.status.io/

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