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Glossary

Support tiers

Support tiers split technical support by complexity. Tier 1 takes all incoming tickets and solves common issues using instructions and the knowledge base. Tier 2 handles what tier 1 can't solve: complex settings, failures, and integrations. If a code change is needed, the ticket goes on to developers, sometimes called tier 3. The tiers are also called first- and second-line support.

Why it mattersSimple questions are solved right away, while complex ones reach engineers and do not get lost.

Also called: Tier 1 support, Tier 2 support, Support tier

Comparison

How the tiers differ

Tier 1Takes calls, messages, and emails, answers typical questions, collects details about the problem, and passes complex cases on.
Tier 2Engineers: investigate failures, settings, telephony, integrations, and servers, and fix root causes so the problem does not come back.
DevelopersFix bugs in the code and build changes when the problem cannot be solved without them.

Example

How a ticket moves through the tiers

A contact center agent writes to support: customers cannot be heard. Tier 1 asks whether everyone has the problem and since when, and checks common causes from the knowledge base – headset, browser, and network. If that is not it, the ticket goes to tier 2 with the details collected. An engineer finds the cause, for example in the telephony settings, and fixes it. Tier 1 then adds the case to the knowledge base, so next time it is solved right away.

In CONTACT.WORK

How it works in CONTACT.WORK

Once the system is live, CONTACT.WORK provides tier 1 and tier 2 support – around the clock, by phone, email, and chat. Support is handled by the same engineers who implemented the platform. Complex cases go to tier 2 and to developers, and recurring questions become knowledge base articles.

Technical support is exactly what CONTACT.WORK customers pay for: the platform itself is free, and you pay for support under the plan you choose.

More

Where to use it

Technical support Hand platform support over to us after launch Learn more

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Related terms

Knowledge baseFCR – first contact resolutionService level (SL)

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →