Outsource Hosting Support

In the web hosting industry, support technicians are divided in to main three levels — Level 1, Level 2 and Level 3. We have defined the levels below:

Level 1 Support

Level 1 support technician is a front line support for end users, with a minimal experience. When an end user contacts for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general “how-to” questions. If the question is more complex, the user is passed on to the level 2 technician.

Level 2 Support

Level 2 support technician has minimum one or two years of expereince in web hosting support. The complex questions are passed to Level 2 technicians by the Level 1 support technicians. Level 2 questions may, for example, deal with advanced features and internals. If the level 2 technician cannot help to the user, a level 3 technician is consulted by the level 2 technicians. The issue is escalated to the level 3 queue.

Level 3 Support

Level 3 is the best expereinced and certified system administrator. The level 3 technician research and investigate about the issue and then solve the queries. The level 3 is a very well experienced administrator who handles all complex issues, and resolves them timely.

This article has been published by Outsource Hosting Support, technical support service providers for web hosting companies, Internet service providers, Data Centers and Software companies. Visit us at www.OutsourceHostingSupport.com

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This entry was posted on Thursday, August 2nd, 2007 at 11:57 am and is filed under Web Hosting. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.