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What are Support levels
Support levels represent the layers of expertise or the decision making through which a customer request passes. Usually there are three or four support levels. The simple and routine requirements are handled by the first level, the more difficult are escalated to the second and so on. The goal is both to quickly handle requirements and to relieve people with higher skills, who solve only a small part of the requirements or incidents.

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Last update: 16.09.2018


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