What is Tier 1 and Tier 2 support?

Posted on 2009-04-22
Last Modified: 2012-05-06
What does it encompass usually?  Is it "help desk" by definition?
Question by:Sp0cky
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    Accepted Solution


    "The help desk industry divides support into three tiers (or levels) - Tier 1, 2 and 3.                             The most sought after level of support is Tier 1 or a combination of Tier 1 and Tier 2.                             Global Help Desk Services blends Tier 1 and 2 together to make it easier for you and your users.                            Your callers can expect to find a resolution with the first help desk agent they talk with.                            Tier 3 support tends to be for those companies that have limited IT staff or have a need                            for specific network administration support.                                                                  

    Tier 1 Support:                            Tier 1 provides basic application software                            and/or hardware support to callers.                    
    Tier 2 Support:                             Tier 2 provides more complex support and/or subject matter expertise on application software                            and/or hardware and is usually an escalation of the call from Tier 1.                    
    Tier 3 Support:                             Tier 3 provides support on complex hardware and network operating system software and usually                            involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident.                             GHDSi does not provide Tier 3 support.                     "

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