KNOWLEDGE BASE
Support Levels
Level 1
Level 2
Level 3
Level 4
Function
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.
