Modern companies rely on good software to ensure that they remain competitive and are able to create sufficient value to increase their bottom lines. Enterprise level software like IFS Applications needs maintenance and support to get the most value out of it. Therefore, many companies have turned to Managed Service Providers (MSPs), like ProV, to ensure that their software works when they need it.
IT Support is commonly broken up into three tiers/ levels: Level 1, Level 2 and Level 3. There is also a Level 0, but this consists of self-help and reading FAQs. As an MSP, ProV offers L1 & L2 Support for IFS from its global service centers in India and the Philippines, and we would be happy to work with your business to ensure its continued viability and a solid return on investment. Here is an explanation of what goes into Tier 1 and Tier 2 Support.
Level 1:
Level 1 support represents a very basic level of support service. It is made up of help desk resolution and service desk delivery. This support level is typically used to record user requests, attending user’s phone calls, replying emails, logging issues faced by users, and do some basic troubleshooting by using questionnaires relate to the issue. It involves supporting and solving common issues faced by customers such as solving usage issues, providing detailed product information, and fulfilling service desk requests that need IT involvement. If no solution is available, tier 1 personnel escalate incidents to a higher tier.
Tier 2:
Level 2 support is for providing in-depth troubleshooting, technical analysis, and support from the backend. It represents a part of ITIL Technical Management function and usually follows incident management activities.ie. Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. This level may or may not come to the front end or may not communicate directly with end users or customers. If no solution can be found, it is escalated further.
Why Choose ProV?
ProV is an award-winning and trusted partner for IFS solutions, and provides Enterprise Resource Planning (ERP), Enterprise Service Management (ESM), Field Service Management (FSM) and Enterprise Operation Intelligence (EOI) services. We are a premier IFS Managed Services Provider and can help organizations of all sizes with their IFS support. Ready to take the plunge? Request a free consultation today! If you have any questions don’t be afraid to leave a comment below.
