OnCore

OnCore Production

OnCore User Access Request Form

Training

1. System Infrastructure Support
   • Support/monitor hardware, networking, and software components.
   • Schedule annual updates and apply change management.
   • Manage scheduled and emergency downtimes.
2. System Enhancements and Projects Prioritization
   • Convey requests for product enhancements to the vendor and seek their inclusion in the vendor's roadmap.
   • Prioritize Yale-specific unplanned projects to align with Yale's objectives contingent on resource availability.
   • Analyze project sizing for proposals submitted by the research business units.
3. OnCore Tier 2/Tier 3 Support - OnCore Technical Expert (troubleshoot and resolve issues outside of general inquiries or requiring expert OnCore support).
   • Optimize/customize OnCore reference lists and configurations.
   • Provide deep understanding of the application functions.
   • Address issues that are not frequently encountered.
   • Investigates issues and determines criticality prior to escalation to the vendor.
   • Collaborates to create custom/standard interfaces.
4. OnCore Related Consultation & Training
   • Provide insight and recommendations for new functionality and provide training and/or demonstrations to help support the decision for adoption.
   • Weekly office hours
5. OnCore-Specific Analytics and Reporting
   • Custom Reports
   • Dashboards
   • Data Mining/Data Extracts

RIO Support Availability: Monday – Friday 8:00am – 5:00pm EST

Off-Hours/Emergency Support: After-hours support is available in case of a planned or unscheduled downtime.

Tier 1 – OnCore Support

Contact OnCore Support by sending an email to OnCore.Support@yale.edu

• Managing user access
• Troubleshooting basic technical issues
• “How-to” questions

Tier 2/Tier 3 – Expert OnCore Support

OnCore Support will ask the user or will create on their behalf a ServiceNow ticket with the RIO department.

Tier 4 – Vendor Support

The RIO department will investigate and determine the need to escalate any issue and its criticality to the vendor. They will communicate with necessary parties at Yale and document the progress until completion.