What are the tier levels associated with my plan?

We use a 4-Tier system.

Tier 1: First Line Support

• End-user tech support
• Troubleshooting
• User account management
• Detection of potential major incidents and problems
• Proactive maintenance and incident management
• Patch Management
• Software installation
• Issue documentation and resolution steps

Tier 2: Technical Support
Where things get a tad more complex, so you’ll need more experienced analysts.

• Troubleshooting incidents that couldn’t be solved at Tier 1.
• Creating knowledgebase articles to help users and Tier 1 agents.
• Visiting the end-user, usually through remote monitoring and management.
• Creating documentation of the issues and remedy attempts.

Tier 3: Expert Support
This is the highest level in terms of IT support.

• Monitoring support queues to make sure that tickets are scaled appropriately
• Troubleshooting incidents that couldn’t be solved before.
• Providing knowledgebase articles.
• Assisting in problem and major incident resolution.
• Documenting the issue and providing details on resolution attempts.

Tier 4: Third-Party Support

Usually outside technical support, but can be provided in-house by our certified teams, depending on the program or software.

• If you need to make use of a third-party vendor warranty.
• If your organization doesn’t provide in-house support.

*As you advance Tiers, you get all the items listed in the previous tier.