Support Levels

Level 1
Level 2
Level 3
Level 4
Basic help desk resolution and service desk delivery
In-depth technical support
Expert product and service support
Outside support for problems not supported by the organization
Support Methodology
Support for basic customer issues. If no solution is available, Level 1 personnel escalate incidents to a higher tier.
Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by Level 1. If no solution is available, Level 2 support escalates the incident to Level 3.
Access to the highest technical resources available. Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. Once a cause is identified, Level 3 decides whether to create a new fix, depending on the cause of the problem.
Contracted support for items provided by but not directly serviced by the organization, including printer support, vendor software support, machine maintenance, depot support, and other outsourced services. Problems or requests are forwarded to Level 4 support and monitored by the organization for implementation.
Staffing Needs
Lower-level technical personnel, trained to solve known problems and to fulfill service requests by following scripts.
Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.
Level 3 specialists are generally highly skilled product specialists.
Preferred vendors and business partners providing support and services for items provided by your company.