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Level 1, 2, 3 Support

November 21, 2013  |   Posted by :   |     |   Comments Off on Level 1, 2, 3 Support»


Definition: Multi-tiered support is used to efficiently answer basic to advanced technical questions. The levels of support define which resource is going to handle which support requests, as well as the protocols and escalation measures to be used for requesting and providing support.

What This Means: Technical user support is generally separated into levels of support. Level 1 support is used to answer basic questions of functionality, data definition, and basic process flow. If Level 1 support cannot answer a question it is then escalated until it is resolved. Level 2 support is required for resolving more technically advanced issues. Level 3 support generally requires advanced expert assistance to resolve only the most technical issues that cannot be not resolved by Level 1 or 2 support.


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