What are IT support levels (tiers)?
IT BOTS offers high-quality IT maintenance services to address companies’ needs and issues
Technical support or IT support comes handy when your company is facing a technical problem or when your customers struggle with a user issue. The terms “support levels” and “support tiers” are used within IT organizations to designate the scope and expertise level of the IT maintenance services.
AT IT BOTS, we use the latest technologies and tools to answer strategic IT needs and boost efficient product development.
| Function | Scope | |
|---|---|---|
| Level 1 Support (Tier 1) | Frontline Basic Support Desk resolution and service desk delivery | Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. |
| Level 2 Support (Tier 2) | Advanced support In-depth technical resolution | Higher level support for advanced issues and problems that cannot be handled by tier 1. |
| Level 3 Support (Tier 3) | Expert support for products and services | Complex problem resolution and new feature creation. Strategic resolution of the issues by defining the causes and roots of the problem. Support involves product design, creation of new codes and application deployment. |
