In the world of IT, there are so many support options available. The different terminology used within the IT industry can get complicated. You have probably heard of Level 1, Level 2, or Level 3 tech support, which is sometimes referred to as L1, L2, and L3. What does it mean and how do you know what you need? We’ve broken it down for you.
Tech Support Tiers Explained
Many tech companies organize their support into three tiers. Each tier offers a different level of support. In most cases, tech support requests start at Level 1 and proceed, if necessary, though the levels.
Level 1: This is the most basic level of tech support. The technicians at this level generally answer phone calls and emails, perform basic trouble shooting, and solve simple problems. They also help to direct requests to the higher levels of support, if required.
Level 2: Level 2 support usually entails a higher level of troubleshooting and issue analysis. These technicians generally have a fairly high understanding of the systems and products in question. If Level 2 technicians cannot solve the issue, the ticket is moved on to Level 3.
Level 3: The technicians who work in L3 support are experts and specialists, including architects and engineers. Their expertise allows them to look at code or design of systems and find the root of the problems.
Some organizations also have Level 0 and/or Level 4 support. Level 0 support is a self-serve troubleshooting option that is available online. This type of support is only useful for very basic issues. Level 4 support is contracted outside of the IT service company for issues that are not supported, like printer problems and vendor software support.
What Type of Support Does Your Business Require?
When you work with the best IT support companies, you actually don’t have to worry too much about the levels or tiers of support. Your managed IT support provider will be able to determine the level of support that each issue requires.
If you have good managed IT support, contacting your designated helpdesk is all you have to do. They will look at the problem and be able to direct your request to the appropriate level of technicians. Experienced and professional managed IT service providers understand how important it is to get your issues resolved as soon as possible so you can get back to work.
Reliable and Experienced IT Support in Dallas, TX
When you are looking for reliable and prompt IT support in Dallax, TX, contact our team at 3T Pro. We are a Dallas-based computer support and consulting firm that specializes in both remote and on-site network repair and desktop support. Since 1992, we have been offering managed IT services, cloud computing, business continuity, IT project management, 24/7 help desk support, disaster recovery, security, and monitoring services.
Our team understands how important experienced and reliable IT support is in Dallas, TX. We are proud to keep our client’s systems working smoothly so they can keep their businesses moving forward.