Tiered Support Level Policy

Self-help and user-retrieved information

Users retrieve support information from web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions.

Users also use apps to access service catalogs where they can request and receive services without involving the IT staff.

Email, web forms, and social contact methods such as Twitter, LinkedIn, etc., are used to send questions and requests to upper support tiers or company personnel.

Customer forums allow users to crowdsource solutions, usually without input from company personnel.

Tier 0 requires technical and marketing resources to create, maintain, and update product information.

A development team handles web site and app creation.

Moderators are used to monitor customer forums.

Tier 1 personnel respond to requests received through email, web sites, or social media.

Basic help desk resolution and service desk delivery

Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

If no solution is available, tier 1 personnel escalate incidents to a higher tier.

Lower-level technical personnel, trained to solve known problems and to fulfill service requests by following scripts.

In-depth technical support

Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.

If no solution is available, tier 2 support escalates the incident to tier 3.

Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.

Expert product and service support

Access to the highest technical resources available for problem resolution or new feature creation.

Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.

Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documented for use by Tier 1 and Tier 2 personnel.

Tier 3 specialists are generally the most highly skilled product specialists, and may include the creators, chief architects, or engineers who created the product or service.

Outside support for problems not supported by the organization

Contracted support for items provided by but not directly serviced by the organization, including printer support, vendor software support, machine maintenance, depot support, and other outsourced services.

Problems or requests are forwarded to tier 4 support and monitored by the organization for implementation.

Preferred vendors and business partners providing support and services for items provided by your company.