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Support Level

Definition - What does Support Level mean?

Support level is the extent of technical assistance provided for an IT software product to its customers. Support is normally divided into up to four levels: level/tier 1, level/tier 2, level/tier 3 and level/tier 4. The support level is based on the complexity of support provided.

Support level is also known as level of support or technical support.

Techopedia explains Support Level

Technical support includes services that provide assistance for any technology product, ranging from televisions, mobile phones and electronic devices to software products and mechanical goods.

For efficiency, technical support is divided into different levels. The number of levels solely depends on business needs. Success depends on how well a technician understands the level of commitment and responsibility, customer response commitment and when, and to what extent, to escalate an issue.In computing, there are three levels of support, plus an optional fourth level, each of which is associated with different tasks.Level 1 Support: These specialists solve basic consumer issues and have a general understanding of the product and services. They gather customer information, analyze symptoms and determine the basic problem(s). They solve about 80 percent of user problems, including such issues as:

  • Problems with usernames and passwords
  • Physical layer issues
  • Verification of hardware and software setup
  • Installation, reinstallation and uninstallation issues
  • Menu navigation

Level 2 Support: These specialists have more experience and knowledge and can assist Level 1 specialists with basic technical problems. They investigate the issues raised and check for known solutions to complex issues. They also review work orders to determine the extent of Level 1 support already given and how long Level 1 specialists have been working with the customer. This permits them to manage their time effectively. If a solution is not determined, the issue is raised to the next level.

Level 3 Support: These specialists handles the most difficult problems and are experts in their field, sometimes assisting both level 1 and level 2 specialists. They also research and develop solutions for new or unknown issues.

The optional fourth level of support is sometimes provided by either a software or hardware vendor and their management team on special issues.

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