If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
-Jeff Bezos, CEO Amazon.com
| Level | Number of Tickets / Month | Unit Price | Total Price |
|---|
Ans:
Based on the complexities and involvement with each issue, technical levels are classified as given below
Automated or self-service solutions available for the end user without the help of Help Desk support
Eg: Automated password resets, IP whitelist, KB access etc
This is the initial support level responsible for basic customer issues. A Level 1 tech responds to the customer issues through general understanding about the system and the information documented in Knowledge base. Problems solved by Level 1 support are of "common/known issues" nature, which doesn't require deeper level investigations.
Eg: Mail client configuration, cPanel login issues, php settings modification
They handle issues that Level 1 escalates. The resolution process requires deeper level investigations and access to various configuration files. This level of support often demands root level shell access. Issues which can be resolved through the admin interface of any control panel too falls in this category.
Eg: Data migrations, Php recompilation, Installation and basic support for applications etc
Level3 admin performs more sophisticated operations and handles escalated issues from L1 and L2 techs. Each L3 tech posses excellent trouble shooting and analytical skills. They stay tuned with the industry changes and it helps them to take informed decisions whenever required.
Eg: Server optimization, Data recovery, Cyber forensics etc
Ans:By default the validity of the purchased tickets expire after one month. We had seen customer queries about the possibility of continuing with the lapsed tickets. The "Ticket Carry Forwarding" addon enables you to claim or extend the validity of the unused tickets for one more month. There are no restrictions on the number of tickets or activation instances for a ticket.
