A support issue is initially treated by Level 0 Support. If the issue turns out to be too complex for Level 0, it is passed on to Level 1 Support who will try to treat it in their turn. Should it be to complex for them, it will be passed on to Level 2 and so on and so forth.
- Level 0 Support provides the initial response to an End-User-initiated request for support. Level 0 Support includes, but may not be limited to:
- the verification and validation that the End-User is entitled to receive support services,
- the logging of suspected problems reported by the End-User,
- recording the details of the problem in a problem-management database,
- dispatching the request for support as specified herein, and
- managing the End-User call to an acceptable closure.
- Level 1 Support responds to an End-User’s notification of a suspected problem in the software. These services include, but may not be limited to:
- answering installation, configuration and usage questions,
- problem isolation and identification,
- determination of whether a solution is contained in the software information, and
- a review of a symptom-solutions database for known problem resolutions.
- Level 2 Support
- performs an in-depth analysis of the suspected problem,
- attempts to recreate the problem and to provide an acceptable problem resolution.
- Level 3 Support solves problems in the software that are determined to be, or are highly probable to be, the result of a design or manufacturing defect or the result of a complex interaction between the software and another product that cannot be resolved by the client, and that requires product design engineering knowledge or expertise to isolate and correct.