Optimize, Evolve, Transform: Expanding the Rimini Street Solutions Portfolio
RS
Terminology and Definitions
Traditional IT support levels based on ITIL framework
Support
Level
Function
Description
Level 1
Basic Help
Desk
Level 2
Technical
Support
Level 3
Expert
Product and
Service
Support
Level 4
Outside or
Vendor
Support
Record user requests, attending user phone calls, replying emails,
logging issues, basic troubleshooting by using questionnaires relate
to the issue
Troubleshooting, technical analysis, request support from software or
hardware experts, adequate knowledge and experience on the
specified product/service
Highest level of technical support, root cause analysis, issue
resolution or new feature creation provided by subject matter experts
and/or engineers for the product or service.
Outsourced support for products or services that are not directly
serviced by the Level 3 organization - printer support, machine
maintenance or vendor software support.
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