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Thread: Level of support
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11-25-2005, 11:37 AM #1Web Hosting Guru
- Join Date
- Aug 2005
- Posts
- 334
Level of support
In recent emails , someone refered to three level of support.
Level 1
Level 2
Level 3
Can someone explain those to me ?
Thx
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11-25-2005, 12:32 PM #2Web Hosting Master
- Join Date
- Dec 2001
- Posts
- 5,221
Greetings:
Level 1 support technicians are typically entry level staff. They either know the book or read the book to determine common answers to common problems.
Depending on the company, level 1 staff may not have direct access to the servers; they may only work with a control panel or automation system.
Level 2 technicians work more out of the box; and are typically not constrained by a book (or constrained only a little).
Sometimes level 2 will have direct access to the equipment; sometimes they will not.
Level 3 technicians are often the people who wrote the book (or helped in the writing). Typically they have access to all of the equipment and software. They often tend to think more out of the box than level 2 techs.
Thank you.