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https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · 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.certguidance.com/explaining-support-levels-itil-itsm/
May 04, 2019 · Tier-0 IT Support level, also called as Level-0 IT support, is usually the automated machine interactive support level. There is little or no scope for immediate human interaction when receiving support.
https://www.bmc.com/blogs/tier-4-support-worthwhile-invest-tier-4-support/
While Tier 0 through Tier 3 IT support builds on itself and provides an escalation and resolution process for troubleshooting and fulfilling service requests, Tier 4 is a different animal. Tier 4 support provides all the same services as Tiers 0-3, but it provides them outside an organization’s regular IT support …
https://www.techopedia.com/definition/25809/support-level
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 support. Techopedia explains Support Level
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
The tiered support model is essentially linear in nature, with one tier escalating issues to the next tier, with the expectation that they will be able to resolve the issue. Due to its structure, the reliance on separate functional teams and the escalation process, the tiered support model is falling short in helping organizations effectively address the challenges just mentioned.
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