Limited support includes installation and best effort troubleshooting 2025

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IT support levels (tiers) IT Support LevelFunction Tier 1 Basic help desk resolution and service desk delivery Tier 2 In-depth technical support Tier 3 Expert product and service support Tier 4 Outside support for problems not supported by the organization1 more row Oct 23, 2024
L1 provides basic issue resolution, L2 handles complex problems requiring technical expertise, and L3 tackles advanced challenges with specialized skills. Each tier enhances operational efficiency, ensuring seamless IT performance and quick issue resolution, customized to organizational needs.
Level 1 (L1): First contact for basic issues like password resets, common troubleshooting, and ticket logging. Level 2 (L2): Handles more complex problems, software/hardware fixes, and escalated issues from L1. Level 3 (L3): Expert support for advanced problems, infrastructure management, and vendor coordination.