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Other Universities - How do you decide on who should contact support?

We're just finishing up our initial deployment (we were a customer in the past, switched to Symantec for several years, now switching back to Sophos).

Our organization includes a field support group and also an information security group.  Our plan is to hand over the day-to-day operations of the Enterprise Console (we're using Endpoint Security and Control) to our information security group.  However, the field support group will be the ones who visit the desktops / laptops when there are issues (but they will not have access to the console).

Any suggestion / advice on who should first contact support when the need arises?  Information security or field support?

:58225


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