12/7/2015

L1,L2andL3supportITAnswers

JOIN / LOGIN

IT Knowledge Exchange
aTechTargetExpertCommunity

Questions & Answers

Discussions

suco

Blogs

Tags

Search questions and answers, discussions and blogs

g
R

Welcome to TechTarget's expert community for technology professionals.

Get Access

Questions & Answers

Ask a question, help

others, and get answers
from the community

Discussions

http://itknowledgeexchange.techtarget.com/itanswers/l1l2andl3support/

Start a thread and discuss

today's topics with top
experts

Blogs

Read the latest tech blogs

written by experienced
community members

1/5

12/7/2015

L1,L2andL3supportITAnswers

L1,L2 and L3 support

Ask a Question
Question Title: (150 char. limit.)

Abi

Question: (Please be specific.)

5 pts.

Tags: (Separate with commas.) What is a Tag?

Help Desk

Help desk services

Organizations

Ask Question

What is the meaning of L1, L2 and L3 support? What is the

difference in the expertise and effort needed? I'm asking for a
general understanding.

Asked: September 29, 20096:26 AM

Free Guide: Managing storage for virtual

environments

Last updated: May 11, 20158:04 PM

Complete a brief survey to get a complimentary 70page whitepaper featuring the best methods and
solutions for your virtual environment, as well as
hypervisor-specific management advice from
TechTarget experts. Dont miss out on this exclusive
content!

Related Questions
HMC LPAR
Storage Supporting Your VDI
Is there any function in Exchange 2010 that is supported by the outlook
client and not supported in OWA?
Sun's future direction
What VM software is used in Azure and what VM software will Azure
support?

Answer Wiki
Last updated: April 18, 20135:29 PM GMT

Michael Tidmarsh

42,215 pts.

Contributors

History

Browse by Topic
AS/400

Linux

Business Intelligence

Lotus Domino

Career Development

Marketing

Channel

Microsoft Exchange

Cloud Computing

Microsoft Windows

Compliance

Mobile

Consumerization

Networking

Content Management

Oracle

CRM

Productivity Software

Data Management

SAP

Database

Security

DataCenter

SQL Server

Desktop Management

Storage

Development

Systems Management

Email Administration

Virtualization

Hardware

VoIP

IT Strategy

Windows Server
>> VIEW

http://itknowledgeexchange.techtarget.com/itanswers/l1l2andl3support/

ALL TAGS

2/5

12/7/2015

L1,L2andL3supportITAnswers

There are 3 to 4 tiers / levels of support offered by Support

Teams.
Each level having more experience and education in the field of
support than its previous level. Some Technical
units/organizations/departments have less tiers, but generally
there are four. (The L would be for Level.) It could generally
apply to any form of technical support.
They are different levels of support provided by companies
(Generally technical). Each level is skilled in their job and it
increases as you move a level up. Each level having more
experience and education. It could generally apply to any form
of technical support.
Usually they all are Service Levels
L1 : Product Demo Basic troubleshooting
L2 : Technical Problem
L3 : Major problem
and so on

Improve This Answer

Discuss This Question: 2Replies

http://itknowledgeexchange.techtarget.com/itanswers/l1l2andl3support/

3/5

12/7/2015

L1,L2andL3supportITAnswers

Addyourreply...

Send me notifications when members answer or reply to this question.

REGISTER or login:
E-mail
User Name
Password
By submitting you agree to receive email from TechTarget and its partners. If
you reside outside of the United States, you consent to having your personal
data transferred to and processed in the United States. Privacy

Reply

Sort by:

Oldest

Newest

LuisDz

May 11, 2015 8:04 PM GMT

Or..
L1 - Help Desk - Basic Support
L2 - Sr Support - More Advanced, More Access
L3 - Engineer Support (Real big issues)
10 points

bubutripathy

Badges:

May 22, 2015 3:46 PM GMT

Level 1 Support generally takes the call and opens a ticket.

key skills required are: Communication, Customer facing skills.
Level 2 Support tries to reproduce the problem in an
environment similar to where the problem was reported and
does the initial triage of the issue and provide as much detail
to the 3rd Level support, if they can't resolve the issue. Some
of the key skills required are: Product Knowledge,
Communication, Customer facing skills and Domain
Knowledge. Some of the common fixes done by Second Level
Support are configuration changes, data back-load, data
correction, app restart etc.(anything which doesn't warrant a
code change)
Level 3 Support fix an issue by code changes and participates
in the build and release management activities.
0 points

Badges:

ADD YOUR REPLY

http://itknowledgeexchange.techtarget.com/itanswers/l1l2andl3support/

4/5

12/7/2015

L1,L2andL3supportITAnswers

About Us

TechTarget Corporate Site

Questions & Answers Index 1

Contact Us

Terms of Use

Questions & Answers Index 2

FAQ

DMCA Policy

Discussions Index

Community Blog

Privacy Policy

IT Topics Index 1

All Rights Reserved, copyright 2000 2015, TechTarget

IT Topics Index 2
Blog Index

http://itknowledgeexchange.techtarget.com/itanswers/l1l2andl3support/

5/5