Level 1 Support
A user support team receives queries through your preferred channel – phone/video calls, chat, and social networks, via email, using specific web forms or a tracking system. The queries are registered and prioritized by the service desk team. They collect the comprehensive description of the problems you faced, and solve simple, previously documented issues. Other issues are passed to the next level of support. The incident is taken over by a Support Engineer who provides status according to agreed SLA till its closure.