Technical Support

Technical support (often shortened to tech support) refers to services. Within a corporation, these are also known as help desks often arrange their technical support structure as a three-tier (plus two) system:
  • Tier 1: Basic help desk – initial point of contact, including software opening a trouble ticket. Information available to its personnel include FAQ and a basic knowledge base.
  • Tier 2: In-depth technical support
  • Tier 3: Expert product and service support.
    The extra tiers are: Tier 0: Self help (i.e. by the end user)
  • Tier 4: Outside support for "items not directly serviced by the organization"
    Access to varying levels of support for products and services to in-house employees and corporate customers, providing information and troubleshooting is via various channels such as toll-free numbers, websites, instant messaging, or email.