Multi-level support structure where issues are escalated to increasingly specialised technicians.
Tiered support organises technical support into levels of increasing expertise. Tier 1 (L1) handles initial contact, basic troubleshooting, and common issues. Tier 2 (L2) addresses more complex problems requiring deeper technical knowledge. Tier 3 (L3) involves specialists or engineers for the most challenging issues. This structure ensures efficient resource use—simple issues are resolved quickly at Tier 1, while complex problems reach appropriate expertise.
Why It Matters
The DSC Perspective:
Understanding tiered support helps set expectations. Simple issues should be resolved at Tier 1; complex problems may take longer as they escalate. Clear escalation paths ensure nothing falls through the cracks.