Document that delineates support levels at the school district level


Hello fabulous community.

I recently came into the Canvas Admin role in my district. We are trying to create L1, L2, and L3 support for Canvas issues. Our teachers have adopted the practice of just emailing me directly. I want to start pushing support related issues to Canvas Cases. Right now, we do not have a support structure. My goal is to have our Canvas Help Desk be Level 1 (answering basic support questions), and then what can't be solved there, she will then send that ticket to the next level, or to me as the third level. Does anyone out in the community have a document that delineates what level 1, level 2, level 3 kinds of support would look like, with level 1 being the basic issues and level 3 being the more advanced issues. 

Thank you for your expertise.