Our inhouse SMEs are having two decades of experience in providing tier 1,2 and 3 support services in .Net and Java based web-based application. Tier 1 interfaces with customers and gather all the requirements and performs checklist-based resolutions for the reported incidents. Tier 2 acts on the incidents once Tier 1 escalates and requires configuration changes of solve. Tier 3 acts on Tier 2 escalation and if resolution needs code changes. All levels follow as per the agreed SLA (Service Level Agreement) with customer.
We have set process based on the experience for all tiers, however many customers desire our resources to follow their process, timings of work and incident management tools. We are flexible to follow customer requirement and cover all United States and United Kingdom timings.
