Technical Support is structured into three tiers—L1, L2, and L3—each designed to address varying levels of complexity and urgency in IT issues. This tiered system ensures that enterprise-grade support is provided efficiently, from basic troubleshooting (L1) to complex issue resolution and system improvements (L3).
Escalation through L1, L2, and L3 ensures that issues are resolved by the appropriate level of expertise, minimizing downtime.
By using a tiered approach, enterprises optimize resources—L1 handles routine tasks, while L2 and L3 are focused on complex technical challenges.
Supports growing IT infrastructures, ensuring comprehensive coverage and timely response as complexity and demand increase.
Handles initial inquiries, basic troubleshooting, password resets, and ticket creation. This tier is focused on rapid response and immediate fixes for common issues.
Delves into deeper diagnostics, resolving more complex software, hardware, and configuration issues that require specialized technical expertise.
nvolves senior engineers who address high-level problems, including system architecture, deep-rooted software bugs, and network infrastructure challenges. This level often collaborates with vendors or development teams for problem resolution.
Our L1 team handles incoming tickets, resolving simple issues swiftly and escalating complex problems to L2.
L1 addresses basic troubleshooting, password resets, and routine inquiries, ensuring quick fixes for common problems.
We prioritize L2 and L3 issues based on severity, ensuring critical problems are resolved as quickly as possible.
Yes, our tiered support system operates around the clock to ensure that enterprise systems remain functional and secure.
