Roles and Responsibilities

The table below defines the support levels, key actors, and their corresponding roles for the iWar NAIA Project.

Support Level	Actor / Team	Primary Role	Key Responsibilities
Level 1 (L1)	iWave Service Desk Personnel	First-line support	Receive and log incidents, perform initial troubleshooting, monitor systems, coordinate with users, and escalate unresolved issues
Level 1 (L1)	iWave Onsite Technical Support	Onsite technical assistance	Provide hands-on support, validate hardware and system issues on-site, assist in incident resolution
Level 1 (L1)	iWave Project and Operations Management	Operational oversight	Ensure operational continuity, coordinate resources, support escalations, and oversee compliance with guidelines
Level 2 (L2)	Pronet	Hardware support	Handle hardware-related issues, perform advanced diagnostics, repairs, and replacements
Level 2 (L2)	Amadeus	Application & system support	Provide advanced support for eGates and vDesk systems, system-level troubleshooting, fixes, and configuration changes
User / Stakeholder	NNIC	System user	Report issues, coordinate during validation, and confirm resolution
User / Stakeholder	Bureau of Immigration (BI)	System user	Report operational concerns, participate in testing and confirm service restoration

Notes

• All incidents must pass through Level 1 Support before escalation to Level 2, unless otherwise defined.

• Escalation should follow the approved incident and communication procedures.