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We prioritize each technology service request by the response and resolution time. We measure everything and that drives our service commitment to you! Our response time is prioritized by:
Our resolution time is prioritized by:
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Learn more about how other operations process service requests* |
L1 – First Tier Service Desk - Answer Center
This service level receives inbound requests through service requests raised by alert-monitors and people (chat, phone, web forms, email), or other means based on the documented agreement with the Client. L1 service typically includes individuals with limited technical expertise. L1 service logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alerts raised by monitoring tools. L1 is intended to be the first to acknowledge an incident. L1 service tracks tickets until successfully resolved. L1 engineers can implement basic, documented break-fix tasks along the lines of following a cookbook recipe. L1 personnel will typically escalate to an L2 resource and follow documented escalation procedures, again, like following a cookbook recipe. Depending on the vendor, L1 technicians will have from 0 to 4 years of prior relevant experience. At BizCare, L1 engineers bring at least 2 years of prior experience.
L2 – Second Tier Engineering Service
L2 technicians troubleshoot and manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L2 technicians follow documented processes and workflows provided by Clients and higher level service representatives, vendors, product management, etc. They are expected to escalate to the L3’s when documentation is insufficient to complete the tasks or do not solve the incident. L2s usually refer to and maintain Run-Books to achieve timely resolutions. They also collaborate with other dependent subject matter experts, including other service personnel or outside vendors. L2 engineers typically escalate to an L3 resource, following documented escalation procedures. At BizCare, L2 engineers generally have 4 or more years of experience on a specific technology platform (e.g., Linux, Microsoft, Cisco, Oracle, etc.).
L3 – Third Tier Engineering Service
L3 technical experts resolve issues that are typically difficult or subtle. L3 engineers participate in management, prioritization, minor enhancements, break-fix activities, problem management, stability analysis, etc. These service leaders have specific, deep understanding and expertise in one or two technology platforms (for example, an Oracle database administrator or a Linux and Satellite Admin). L3 engineers are proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4. L3 engineers may have root or administrator access to basic systems. BizCare L3 engineers generally have 8 or more years of relevant experience.
L4 – Fourth Tier - Product, Systems and Vendor Service
L4 service refers to product or vendor support and often involves vendor product architects, engineers, software developers, hardware designers and the like. When all other levels of service cannot solve a problem, a request is made to this level of service – usually managed by the L3 support technician or through special project/program management resources. These escalations can often involve product bugs, detailed configuration requirements, or other expert level guidance. BizCare provides its own L4 Service for BizCare services like BizCare's Digital Office®.
* Sources:
- Wikipedia: Technical Support
- Project-Management: Understanding The Different Levels of Help Desk Support
- Linked-in: What is the definition of L1, L2, L3 support levels in IT Operations Management
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