For any incidents, including critical ones, we immediately get into action, open up a conference bridge, liaise with all the involved parties for resolution, and send regular updates to business and IT stakeholders, based on the escalation matrix. The following are the different tiers of support our Help Desk offers.

TIER-0 SUPPORT

This is automated or self-service support level that users can access themselves without the aid of the Help Desk. Level 0 support is performed without the aid of a Help Desk technician.

• Self service facilitates automated password resets, web sites for requesting ITIL support, and knowledge base lookup.
• While this is primarily the responsibility of the customer, we can work with the customer to develop Wiki’s and other desk references that are useful for self-service and efficient incident management prior to opening a ticket.

TIER-1 SUPPORT

This is a basic level support provided for monitoring notification, logging, and tracking of an incident through resolution.

• It is backed by a generalist NOC Technician with a broad understanding of a part(s) of the IT and network infrastructure under management.
• Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier-2 and Tier-3 support.
• Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.
• When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/Severity Level and escalates to the appropriate Tier-2 contact, along with the ticket number; then tracks the ticket to close.

TIER-2 SUPPORT

This is a second level support provided by experienced NOC Technicians/Engineers, who possess a deeper technical knowledge and a strong exposure to troubleshooting.

• Issues such as break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) are handled in this level of support.
• Issues escalated by Tier-1 support are handled. The technicians here are more specialized and will first determine if the problem falls in the specialist's domain, based on the data collected by the Tier-1 NOC Technician.
• If it falls in their domain, they determine if it is a new or an existing issue. At this point, NOC specialists might use advanced diagnostic tools and data analysis.
• If it is an existing problem, Tier-2 specialists find out if there is a solution or a workaround in the database. However, in some cases, there might be no solution if it is a known issue. In such cases, NOC Engineers include additional notes on the issues register and escalates to the relevant vendor or Tier-3 Engineer.
• If it is a new problem, they conduct further analysis to see if it could be fixed, and resolve the issue. If not, it is then escalated for Tier-3 support, where it is typically assigned to a certified NOC engineer or a product specialist.

TIER-3 SUPPORT

This is the highest-level of support that is provided by engineers and experts, who are usually certified NOC technicians for industry leading product(s).

• Highly complex incidents with the ability to engage with a specialist in the vendor Technical Assistance Centers (TAC) are handled in this level of support.
• They collect all the necessary information from the bottom two tiers. They perform deep level analysis, directly work on sensitive administrative permission items, implement changes, configurations and other technical solutions (within the limits of the contract) for fault resolution.
• Support for troubleshooting, configuration, database administration, and repair for servers, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
• Furthermore, with the ability to deploy solutions to new problems, our Tier-3 Engineers have the highest level of expertise for solving difficult issues. They become the customer's central point of contact for coordinating complex incident resolution that might involve multiple vendors.