support tiers (L1/L2/L3)
termThe layered support model: L1 handles volume with scripts and known fixes, L2 brings expertise, L3 is the people who built or own the thing.
Each tier exists to protect the next one's time.
The layered support model: L1 handles volume with scripts and known fixes, L2 brings expertise, L3 is the people who built or own the thing.
Each tier exists to protect the next one's time.