Support Levels Definition

Typically, when a user calls for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general "how-to" questions. If the question is more complex, the user is passed on to the level 2 technician.

Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. Examples of problems requiring Level 2 assistance include failures in the network or email systems, an MS Office problem where the Level 1 person needs the assistance of a specialist, or a desktop computer hardware failure.

Highest priority will be given to problems that impact multiple users or that leave a user or group of users with no way to do their job. If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician. Some research and investigation at this level might be required, which can take time.

Return to IT support information