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https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · Technical support is divided into levels or tiers, to serve the customer base. The number of levels and organization of tech support group is dependent on business need to serve and their ability. A multi-tiered support system is to deliver the best possible service in an efficient way. The success of the org structure is reliant on:
https://www.bmc.com/support/resources/bmc-support-service-levels.html
Nov 19, 2019 · Support Service Levels. Last updated November 19, 2019 . Each of BMC's support offerings includes the following, if and when available: In accordance with the policies set forth below, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and;
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://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
Level 0 support – Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting ITIL support, and knowledge base lookup. Level 0 support is performed without the aid of a Help Desk technician.
https://aws.amazon.com/premiumsupport/
At AWS, Support goes beyond break-fix and issue resolution. AWS Support provides a mix of tools and technology, people, and programs designed to proactively help you optimize performance, lower costs, and innovate faster. We save time for your team by helping you to move faster in the cloud and focus on your core business.
https://www.progress.com/support/manage-your-support-case
Support Service Level Objectives. In order to ensure timely responses and resolutions to your cases we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet the time frames set out below, for 80% or more of your cases. See the table below.
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