Our L1 customer support is offered by a generalist IT technician, who gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Our L1 tier of service responsibilities include filters calls, identifying the customer who’s calling in, understanding the problem they’re experiencing, and offering basic issue resolution, support and troubleshooting, such as password resets, printer configurations / troubleshooting, break/fix instructions, etc... and thereby either fixing the problem or providing remediation documentation and best practices to help the customer resolve the issue, and if needed - ticket routing and escalation / re-classification to Level 2 and Level 3 support if our L1 technician cannot resolve a given problem. Our Level 1 techs may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.


L1 support typically runs 24 hours a day (when / where possible).