What is......

[Clarence J]

I hear ppl using terms like:

1st level support
2nd level support
3rd level support

What does it mean? Sorry but I'm still "green" to all this. Any help appreciated!

[Stefan Farrelly · Accepted solution]

1st level support is the first person who will answer your call, ie. almost a pleb. They have to answer your call quickly by looking up your question on a massive database. If they cant find it or answer it quickly then they must pass you to 2nd line support.

2nd line support will be more experienced people, with a few or more years HP experience. With their experience and extra knowledge they have more time to walk through your problem in an attempt to solve it. If they still cant solve it they pass you to 3rd line support.

3rd line support are the really experienced people and who are usually specialised in one area, networks, lvm etc. These are the really good people to speak to.

[Paula J Frazer-Campbell]

Hi

Support levels are:-

1st level - Help desk type support - talking the customer through a fix

2nd Level - Normally and engineer attends the machine and effects a fix.

3rd level - Machine is taken away either back to workshop or factory.

These are not written in stone and some felexability is expected.

Hope this helps

Paula

[Paula J Frazer-Campbell]

Stefan

I surprised at you putting 1st line support staff down.

They do an essential job in keeping the users with the "Daft" questions away from us.


Clarence,

Do not feel embarrassed in asking any questions on this forum.

;-)

Paula

[Clarence J]

Thank you for your replies! At least I know what the heck they're goin' on about!

Paula,

Thanks for your encouraging words....

[Thierry Poels_1]

in fact there's also a 4th level of support:
the ITRC Royalties ;-)

regards,
Thierry.

[John Bolene]

In fact, I have been told to use ITRC if the problem is not a critical one involving machine downtime or loss of work.

ITRC is a wonderful means of getting information. Sometimes the answers are a bit slow or not at all and then you need to go to your HP help number.

A past example was one I had with DCE.
Placed a call to the hotline and got the 1st level. They mainly took the info and transferred to lev 2. They further defined the problem and sent me to lev 3. Ended up with several lev 3 guys helping to finally fix the problem.

[Sachin Patel]

Hi
I agree. This is 4th level support. if you not in hurry. I have create account in this forum when it started. I was bored at thime and start reading other news from all over the world. I miss that months. Now I am regularly visit here from 2 months. I have found many many answers here. Thanks to many experts.

Sachin