Multi-tiered Technical Support
Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.
Read more about this topic: Technical Support
Famous quotes containing the words technical and/or support:
“Where there is the necessary technical skill to move mountains, there is no need for the faith that moves mountains.”
—Eric Hoffer (1902–1983)
“The confirmation of Clarence Thomas, one of the most conservative voices to be added to the [Supreme] Court in recent memory, carries a sobering message for the African- American community.... As he begins to make his mark upon the lives of African Americans, we must acknowledge that his successful nomination is due in no small measure to the support he received from black Americans.”
—Kimberly Crenshaw (b. 1959)