In the field of enterprise management software Support, L1, L2 and L3 Support refer to three different levels of technical support provided by the support team.
L1 Support, also known as first-line support, refers to the first support stage of the customer service center. L1 support staff is the first point of contact with customers, and their main task is to collect customer questions, triage and solve common technical problems. They usually have a pre-defined knowledge base that can provide customers with quick solutions and escalate to L2 or L3 Support if the issue is too complex.
L2 Support, also known as second-line support, refers to people with higher-level skills and knowledge in the technical team who are responsible for solving technical problems that L1 Support cannot solve. L2 support often requires a deeper understanding of the software's architectural and technical details, and can perform more complex troubleshooting and fixes. If an issue requires a higher level of technical support, it is escalated to L3 Support.
L3 Support, also known as third-line support, refers to the highest level of technical support. L3 Support staff are the most experienced and knowledgeable members of the technical team, handling the most complex technical issues and working with the software development team to resolve them. L3 Support often requires a custom solution, deeper debugging and repair of the system to ensure that the customer's problem is resolved.
In short, L1, L2 and L3 Support are different levels of technical support in the field of enterprise management software Support, whose main task is to help customers solve software problems and ensure customer satisfaction.
The author is currently working on the Spartacus L3 Support team.
In the field of enterprise management software Support, ORT (SLA) refers to the Service Level Agreement (Service Level Agreement), also known as the Operational Level Agreement (Operational Level Agreement), which is an agreement that includes the agreement between the service provider and the customer. TERMS OF LIABILITY, OBLIGATIONS AND SERVICE GUARANTEES.
The ORT (SLA) usually specifies the service level that the service provider needs to provide, such as customer support response time, system availability, fault repair time, etc., and the corresponding liability and penalty. It was formulated to ensure that customers can receive high-quality services.
ORT (SLA) can help the service provider and customer establish a clear line of communication and ensure that both parties understand the expected level of service. It can also serve as a measure of the performance of service providers, as customers can assess the performance of service providers by checking whether they are delivering on their promises.
In short, ORT (SLA) is an important agreement in the field of enterprise management software Support, which stipulates the service level that service providers need to provide and customer expectations, helps ensure that customers receive high-quality services and measures the performance of service providers .
