What is Level 1, Level 2 and Level 3?

  • Level 1 support – Provides basic support and troubleshooting, such as password resets, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
  • Level 2 support – Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3. A level 2 tech may either 1) be limited to only solving known issues and escalate new issues to level 3; or 2) be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.
  • Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, and other infrastructure issues.

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