A Quick Guide to L1, L2 and L3 Technical Support

If you have ever tried resolving a technical issue on your own, you understand the value of technical support - the service that supports users of technology products or services. IT technical support officers monitor and maintain the computer systems and networks of an organization. They take ownership of customer issues that are reported and resolve the challenges.  Tech support functions, also known as help desk or service desk, include researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Technical support officers follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. The goal is to resolve issues in the fastest and most effective way.

L1 or level 1 support

This is your first support line. The first line of support is usually provided via chat, phone, and email communications. Your pre-sale support emails and support chats will be addressed by a Level 1 software engineer. With Infogain’s L1 Support/Help Desk, you get a single point of contact (Phone/email/Chat/Portal), basic troubleshooting and resolution, call routing and escalation.

Additional services include:

• A dedicated toll-free number
• Customer and product specific knowledge repository
• Defined response SLA’s (Service Level Agreement)
• Routing of service calls to third-party based on decision tree
• Complete ticket management with escalation and service level reporting
• Store equipment and network troubleshooting

L2 or level 2 support

L2 support handles the tickets that L1 routes to them. This support team can also generate tickets for any problem they notice. L2 support specialists have more skills, more experience in solving complicated problems relevant to them and can help L1 support people troubleshoot problems.  Infogain’s L2 Support covers in-depth application and systems incident resolution featuring a knowledge base, detailed documentation, training and incident trending analysis.

Additional services include:

• Advanced Troubleshooting/resolution
• Batch/infrastructure monitoring
• Configuration Management
• Process Automation (RPA)
• Root Cause Analysis
• Incident Analysis/Trending

L3 or level 3 support

L3 is the last line of support and typically consists of a development team that deals with technical problems. They are experts in their domain and handle the most difficult problems, mostly assisting both level 1 and level 2 specialists. They do also code changes, research and develop solutions for challenging new or unknown issues. Infogain’s L3 Support covers base application, customizations, and integrations. In addition to taking advantage of our proven methodologies, source control and standards.

Additional services include:

• Fixing defects
• Minor enhancements
• Root cause analysis
• Performance tuning and capacity planning

Providing superior technical support is essential to maintaining a satisfied customer base, building brand loyalty, creating brand advocates and increasing revenue.

Infogain’s Technical Support Solutions provide a streamlined support escalation path for efficient resolution and superior customer experience. Contact a Tech Support Specialist here to learn more about our offerings.