What is L1 L2 L3 Support?

What is Level 1, Level 2, and Level 3 Technical Support?

Confused about L1 L2 L3 support positions? What are the duties, work procedures and responsibilities of L1, L2, L3 techs? Here is the details of L1 L2 L3 support in networking, system administration and in Help Desk Management.

L1 – Level One / First Line Support

This is your first line of support. Normally they interact with chat, phone, and email. Level 1 techs will be answering your pre-sale support emails and support chats. Technical knowledge of L1 techs is limited when compared with L2 and L3 level techs. They normally deal with issues that can be resolved from control panels itself. ( cPanel, Plesk, DirectAdmin..etc ). If it requires more access or technical skills to resolve the issues, they will normally escalate those cases to L2 or L3 level techs depending on the type of issue.


L2 – Level Two / Second Line Support

Level Two techs have more technical skills and experience than L1 techs. They can deal with most of your technical issues that need server back end access. ( RDP, SSH ..etc ). These techs can also manage your technical chats and can fix most of the chat issues without the need of opening tickets. If there are issues they can’t resolve or there are issues that need more access ( eg, node level access ) then they normally escalate the cases to L3 level techs.


L3 – Level Three / Third Line Support

L3 techs are masters in system administration with years of technical experience. They can fix almost every issues that need high technical skills. Also can manage your infrastructure, node, cloud and DC level operations. All high-end system administration tasks are safe with Level Three Admins. It is recommended to have minimum one L3 level tech in each shift.

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