Our Tier 1 customer support is offered by a generalist technician, who gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Our Tier 1 service responsibilities include filters calls, identifying the customer who’s calling in, or submitting the ticket, 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... 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 Tier 2 and Tier 3 support if our Tier 1 technician cannot resolve a given problem. Our Tier 1 techs may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented.
Tier 1 typically involves the initial support ticket response to issues, and typically runs 24 hours a day (when / where possible), and is FREE in almost all cases.