Services Level Support
Our Service Level Support
Support Level Information. Get information about our various level support below... Trust our support services
Our Support Service Levels
Our Support service level gives various lines of communication at different level, based on the complexity of Issue you may have or new functions you may need while interacting or using any of our platform, From Virtual to Physical. Below is the breakdown of Information
Support Level 0 :
At Level 0, your get accesses to knowledge base contents. At this level of support, self service guide and videos, self support to resolve some issues At this Level 0 support the self-support resources include:
Support Level 1: Basic Support
When users reach Level 1, they begin interfacing with more advanced of our IT service tools and provisioning to resolve more complex issues or skip Level 0 which need to be taken care of. Level 1 tech support inquiries aren’t necessarily about malfunctions. Instead, they’re typically about more minute procedures that require more detail than Level 0 resources can provide. At our Level 1 support, we typically connect users remotely to resolve issue that may arise. Likewise, our AI powered channel is also available for virtual assistants to resolve Level 1 inquiries.
Support Level 2: Basic Support
Troubleshooting support: This is when users experience a technical problem and file a ticket, put a call through to report a broken feature or a system outage due to unforeseen circumstances, which we help users address immediately. Common Level 2 inquiries include support requests for:
While Level 1 inquiries may not result in users filing a ticket, Level 2 issues almost always warrant the use of a ticketing process. Please Note: Billed separate where necessary
Support Level 3: Technical Support Team
At Level 3, users require our intervention to handle minute or advanced technical issues. Level 3 support is typically the highest tier of our Technical support Level 3 we often complete more significant processes like:
In general, Level 3 support team handle tickets passed along by Level 1 and 2 Team, serving as the final line of defence for support team tickets. Please Note: Billed separate for a new service demand
Support Level 4: Workstation Team
If Support staff at Levels 1 through 3 can’t find or develop a resolution to a user’s concern, they’ll direct the users to Level 4 Workstation Team: staff from our workstation, experts on specific software, hardware or network functions. For instance, if a user experiences an error while using our software and Level 3 staff can’t find a workaround, the user will interface directly with the software’s Workstation team. In some cases, Level 3 Support will directly interface with Level 4 Workstation Team on the users’ behalf, especially if users are experiencing consistent problems. Please Note: Billed separate for a new service demand
We treat various issues and request at various level based on the complexity and the Technically of the such request and demand