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L1,L2 and L3 support
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What is the meaning of L1, L2 and L3 support? What is the
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There are 3 to 4 tiers / levels of support offered by Support
Teams.
Each level having more experience and education in the field of
support than its previous level. Some Technical
units/organizations/departments have less tiers, but generally
there are four. (The L would be for Level.) It could generally
apply to any form of technical support.
They are different levels of support provided by companies
(Generally technical). Each level is skilled in their job and it
increases as you move a level up. Each level having more
experience and education. It could generally apply to any form
of technical support.
Usually they all are Service Levels
L1 : Product Demo Basic troubleshooting
L2 : Technical Problem
L3 : Major problem
and so on
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LuisDz
May 11, 2015 8:04 PM GMT
Or..
L1 - Help Desk - Basic Support
L2 - Sr Support - More Advanced, More Access
L3 - Engineer Support (Real big issues)
10 points
bubutripathy
Badges:
May 22, 2015 3:46 PM GMT
Level 1 Support generally takes the call and opens a ticket.
key skills required are: Communication, Customer facing skills.
Level 2 Support tries to reproduce the problem in an
environment similar to where the problem was reported and
does the initial triage of the issue and provide as much detail
to the 3rd Level support, if they can't resolve the issue. Some
of the key skills required are: Product Knowledge,
Communication, Customer facing skills and Domain
Knowledge. Some of the common fixes done by Second Level
Support are configuration changes, data back-load, data
correction, app restart etc.(anything which doesn't warrant a
code change)
Level 3 Support fix an issue by code changes and participates
in the build and release management activities.
0 points
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