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https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · Support methodology and Hand over methods to the next level. Tier I or Level 1, is the first support level accountable for basic issues. It is also known as first-line support, level 1 support, support line 1 and others to denote basic support function. The job of a Tier 1 support is to gather the customer’s data and to determine the issue.
https://www.lawinsider.com/dictionary/second-level-support
Second Level Support means the provision of day to day support to first level support providers in relation to the Software and addressing adhoc licensee requirements, including configuration changes, special reports ,database queries, minor enhancements, defect resolutions, data changes, release schedules, gaming and system investigations, new customer migration and setup product ...
https://en.wikipedia.org/wiki/Technical_support
Tier I (or Level 1, abbreviated as T1 or L1) is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions.
https://answers.sap.com/questions/4093477/1st-level-2nd-level-support.html
May 19, 2008 · 1st level support takes care of issues or tickets raised by the users ant these issues can be solved within the SLA (Srrvice Level Agreement) times. 2nd level support takes of all problem records which requires ABAP code changes and requires approval fro the business for the transportation of the code changes. Regars
https://www.k15t.com/blog/2017/01/keeping-1st-level-and-2nd-level-it-support-teams-in-sync
It’s an age-old ITSM question: how can 1st- and 2nd-level tech support teams communicate more efficiently? Ineffective collaboration between 1st-level support teams using JIRA Service Desk and 2nd-level support teams using JIRA is a pain point in many organizations, often making it hard to do what really matters: solving customer tickets.
https://www.voigtmann.de/en/app-development/second-and-third-level-support/
Second and Third Level Support . First Level Support. The first level support is the first contact point for all incoming support requests, for the recording and processing of which our employees in the system operation are responsible. In team work and with the aid of knowledge data bases, a solution can be found quickly for most problems.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
In one of my roles, I run a Help Desk for two companies outside of Chicago. One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about).
https://www.answers.com/Q/What_is_the_difference_between_first_second_and_third_level_support
What is the difference between first second and third level support? ... What is the difference between first level support and first line support? There is no difference. Two ways of describing ...
https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
End Notes: Now this list is not definitive by any means. The role of individuals will of course vary from company to company. In some companies one person will do all of these roles, whilst is others the roles will be extensively seperated to where you will have a whole 1st Line Support desk team, with gradually increasing teams of individual expertise at the 2nd and 3rd line levels.
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