Just I want to know What is 1st level & 2nd level support

At client place on shore in production support project in as What is 1st level & 2nd level support?
and Nature of work
Thanks in advance
Edited by: Arun Varadarajan on Feb 5, 2009 2:34 PM
Edited by: Arun Varadarajan on Feb 5, 2009 2:37 PM

I would still defend myself saying that this has already been answered...
I just did a search on SDN and found a post that would answer your question....
Re: Help desk& rollup
you are looking at L1 and L2 support....
The thread was locked because the question is already answered ( or discussed about ) in another post and you can get your answers faster by just searching....
Also if you do find the answers fetched as not being correct or accurate enough - you would need to mention that you did search the forums before posting. This way questions which have already been answered are not brought up again and it ends up with others doing the searching for you which paints a wrong picture...
Also in some cases L1 teams are merged with the company's existing L1 support desk to avoid confusion but follow similar rules as mentioned in the link and simlarly L2 - when you have multiple systems being supported by a central support team you get such scenarios where L1 and L2 are on-shore.
My 0.02
Arun Varadarajan
P.S I am removing the reference to my name in the title... and BTW the search took me less than 2 minutes ... which is why we want people to use the search functionality more than raising duplicate posts....
Edited by: Arun Varadarajan on Feb 5, 2009 2:35 PM
Edited by: Arun Varadarajan on Feb 5, 2009 2:36 PM

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Just I want to know What is 1st level & 2nd level support

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