Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting support, and knowledge base lookup. Tier 0 (or self-help) is in the form of "wikis" or FAQs that allow for users to access and resolve information on their own rather than having to contact a local Helpdesk or Service Desk for resolution. Level 0 support is performed without the aid of a Help Desk technician... so; therefore: Tier zero is always FREE.