As pretty evident from its name, Tier 1 Support, is the first level of troubleshooting in technical support. At this level, our technicians validate a customer’s information and determine the symptoms of the issue faced. After a customer’s issue is diagnosed by our technicians, a standard troubleshooting procedure is followed as laid out by the clients. This includes assistance over the phone, email, or chat.
Once determined by our technicians that a resolution requires further expertise, a ticket is opened and the customer is transferred to the second tier of support, where a senior technician is expected to diagnose and resolve the issue. A quick resolution of an issue is our utmost priority, therefore, we let our clients set the SLA criteria which is followed diligently by our technical support team.
For more information, please feel free to contact us.