Support Tiers

When necessary; billable support tiers apply as follows...

Tier: Level 0 Support
Tier 0 Support is automated or self-service solutions that users can access themselves without the aid of the Help Desk Technicians. These include things li...
Sat, 16 Jun, 2018 at 8:37 AM
Tier: Level 1 Support
Our Tier 1 customer support is offered by a generalist technician, who gathers and analyzes information about the user’s issue and determines the best way t...
Sat, 16 Jun, 2018 at 9:05 AM
Tier: Level 2 Support
Our Tier 2 support handles escalated issues that Tier 1 support is not equipped to handle. Our Tier 2 support is offered by technicians who are more experie...
Sat, 16 Jun, 2018 at 9:15 AM
Tier: Level 3 Support
Our Tier 3 support tech responsibilities include some of the most complex problems encountered, such as database administration, infrastructure or data cent...
Sat, 16 Jun, 2018 at 9:16 AM
Tier: Level 4 Support
While generally not used, Tier 4 often represents an escalation point beyond our organization. This level of support is reserved for highly-complex issues, ...
Sat, 16 Jun, 2018 at 9:25 AM