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SIVEO IT support, the support expected when you need it. Using CST is like having your own IT department in-house.
Don’t waste time to learn or find solution, we manage everything and real time expertise and solution.
Technical Support Center (TSC)
1st Support level
Level 1 support is:
- Collect customer requests and data.
- Attend to customer phone calls.
- Respond to user emails.
- Conduct basic troubleshooting using questionnaires.
- Create tickets for Level 2 support.
- Provide product information.
- Solve common problems such as basic issues, verification and setup.
Usually, Level 1 support teams solve user problems by following standard operating procedures (SOP) otherwise forward the queries to Level 2 support.
2nd Support level
The Level 2 technician ask the user for an in-depth analysis of the problem before providing a solution.
Usually, Level 2 for a better understanding collect the indicator, logs and complete set of component versions to do troubleshooting.
They provide a complete analyse, solution and procedure to solve the issue.
If a solution is not available, the query moves up to Level 3 support.
3rd Support level
This level of support requires experts.
Level 3 support consists of specialists such as architects, engineers and developers. They can provide solutions for a wide variety of technical problems.
When a query goes up to third Level support, the technicians will provide patch to solve issue in pre-production environment to qualify and next streamline standard update to definitively fix it.
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