Tier 0 Support is automated or self-service solutions that users can access themselves without the aid of the Help Desk Technicians. These include things like automated password resets, and knowledge base lookup. Tier 0 (or self-help) is in the form of either "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. Since Tier 0 support is performed without the aid of a Help Desk technician... it always FREE.