Support Level Defined ??

[Pylie]

Can any1 tell me what the diffence in 1st 2nd and 3rd line Support means for Server issues?

Thanks

P

 

[monsterjta]

Support calls usually start at helpdesk, or 1st level. Then is escalated up a level (level 2, then level 3)until the issue has been resolved.

Hope This Helps,

Good Luck!

 

[Zelandakh]

1st line - the first port of call. Generally the helpdesk / phone.
2nd line - escalation point. Usually site / user visit.
3rd line - escalation point. Usually the bod in the back room who is not safe enough to be let out onto the users, he fixes back at "base".

 

[58sniper]

Hmmmm... that 3rd line sounds like me!

Pat Richard, MCSE MCSA:Messaging CNA
Microsoft Exchange MVP
Want to know how email works? Read for yourself -

http://www.ietf.org/rfc/rfc2821.txt

 

[monsterjta]

Usually, that's the guy being escorted throughout the building. Usually this person is wearing subglasses from being shackled in a dark room until needed. He is heavily medicated and appears disoriented. Be careful though, as he is very cunning!

58sniper, have they let you out to the yard recently?

 

[Zelandakh]

My third line support scares users, small children and farm animals.

And its me...

 

[58sniper]

MonsterJTA - nope. Sunlight evil......

Which reminds me of my typical day:

http://www.baetzler.de/humor/life_sysadmin.html

Pat Richard, MCSE MCSA:Messaging CNA
Microsoft Exchange MVP
Want to know how email works? Read for yourself -

http://www.ietf.org/rfc/rfc2821.txt