When it comes to technical support, for better management, support is often subdivided in to tiers or levels in order to serve customers or a business. The main reason to split the support in a multi-tiered system is to provide the best possible service in the most efficient manner.
By offering level 1, level 2, and level 3 technical support services, we can ensure that our customers receive the appropriate level of support to resolve their technical issues quickly and efficiently. Outlined below is a sum up of the main characteristics of a support role which Hosting Support Guru implements – which are once again based on ITIL process descriptions.