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IT Support & Hardware · Foundational

Tiered Support Model

Organizing IT support into levels (Tier 0-3) by complexity and expertise.

Definition

Tier 0 is self-service (portal, knowledge base, chatbot), Tier 1 handles common issues, Tier 2 handles deeper technical problems, and Tier 3 involves experts, engineers, or vendors. Some models add Tier 4 for external vendors. Tickets move up via escalation.

Example

A Tier 1 tech escalates a server-side mailbox corruption issue to Tier 2 messaging admins.

Exam tip

Tier 0 = self-service; know which tier handles what.

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