Contact Us
Our multi-tiered support system ensures you get the right level of expertise for your needs.
L1
Helpdesk / Service Desk
Team Members:
- • Helpdesk Agents
- • Frontline Support
- • VAR Helpdesk Agents
- • ISV Helpdesk Agents
- • Service Provider Support
Services:
- • First point of contact
- • Log and categorize incidents
- • Basic troubleshooting
- • Escalate unresolved issues
Escalates to: L2 Support
L2
VAR Technical Support
Team Members:
- • System Administrators
- • Application Support
- • Realm Engineers
Services:
- • In-depth troubleshooting
- • Investigate recurring issues
- • Apply fixes and manage accounts
- • Escalate complex issues
Escalates to: L3 Support
L3
Advanced Support
Team Members:
- • Senior Engineers
- • Product Experts
- • Developers
- • Realm Engineers
Services:
- • Handle complex incidents
- • Root cause analysis
- • Provide fixes/patches/upgrades
- • Handle defects
- • Support beyond internal capabilities
Escalates to: L4 Support / Vendors