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https://www.techopedia.com/definition/25809/support-level
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 ...
https://www.bmc.com/blogs/tier-4-support-worthwhile-invest-tier-4-support/
Tier 4 and maintenance support. Tier 4 support is powered by software and hardware maintenance contracts and statements of work (SOWs). Maintenance contracts and SOWs lay out the exact services and support provided, including what is supported, support hours, rates, legal obligations, and Service Level Agreements (SLAs).
https://en.wikipedia.org/wiki/Technical_support
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services.
https://www.glassdoor.com/Salaries/technical-support-engineer-iv-salary-SRCH_KO0,29.htm
May 10, 2017 · The national average salary for a Technical Support Engineer IV is $89,018 in United States. Filter by location to see Technical Support Engineer IV salaries in your area. Salary estimates are based on 12,800 salaries submitted anonymously to Glassdoor by Technical Support Engineer IV …
http://hostingsupportguru.com/about/support-levels/
They are more in-depth technical Support Levels than 1st Level Support and therefore costs more as the technicians are more experienced and knowledgeable; 2nd Level Support takes over incidents which cannot be solved immediately with the means of 1st Level Support.
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