What do we do ?
At Latent, our IT Support team is dedicated to providing comprehensive solutions for your technology needs. We offer a range of services to ensure the optimal performance and security of your IT infrastructure.
The 3 categories are as follows for both OnPrem, Cloud and Hybrid environments.
L1 : First Line of Response
L1 is the initial support level responsible for basic customer issues. It is synonymous with first-line support, front-end support, support line 1, and various other headings denoting basic level technical support functions.
Duties: Includes handling routine customer queries about hardware and software issues, user guide, password resets, email setups, etc.
Resolution Capacity: L1 support is equipped to resolve basic issues or, if needed, escalate to Level 2 support.
L2 : More In-Depth Technical Support
L2 is a more detailed technical support level than Level 1 and handles more complex issues.
Duties: Includes assisting with issues escalated from L1, such as configuration problems, software and hardware troubleshooting, and detailed usage questions.
Resolution Capacity: L2 support deals with issues that L1 support is not equipped to handle. They can either solve the problem or escalate it to Level 3.
L3 : Expert Level Support
L3 is the highest level of support with deep expertise in specific areas. It is typically known as back-end or high-end support.
Duties: Involves handling the most complex issues, often those that L2 was unable to resolve. This may include advanced troubleshooting, software development, issue rectification, and more.
Resolution Capacity: Expected to solve the most difficult problems, often involving writing code or modifying software configurations or system settings.