The MC4 Garrison Tiered Support Structure ensures end users utilize training received to perform technical tasks and maximize the functionality of the MC4 system.
Tier 1 Support: Tier 1 maintenance occurs at the unit level. Unit level administrators (ULAs) perform routine maintenance on the system. This maintenance consists of daily user support, to include creating and maintaining user accounts and passwords, and basic system troubleshooting. ULA duties also include routine system checks and hardware preventive maintenance checks and services (PMCS).
Tier 2 Support: Tier 2 maintenance begins at the sustainment automation support management office (SASMO) level. This entails network configuration and support, hardware diagnostics as well as advanced troubleshooting procedures. Tier 2 support also requires system imaging and operating system troubleshooting.
Tier 3 Support: Tier 3 maintenance is performed by MC4 support personnel assigned to MC4 region support offices. This consists of advanced systems and application troubleshooting, to include answering technical and functional questions, and addressing issues not resolved in tiers 1 and 2. Tier 3 support personnel will also train tier 1 and 2 support personnel on roles and responsibilities. This team performs the highest level of subject matter expert (SME) troubleshooting and support.