Business Networking - Per Hour
Tier 1 Support: These specialists solve basic network issues and have a general understanding of the product and services. They gather customer information, analyze symptoms and determine the basic problem(s). They solve the user problems, including such issues as:
Physical layer 1 and 2 issues
Network hardware and software install and upgrade
Installation, reinstallation and uninstallation tasks
Basic configuration troubleshooting
Cabling and wire management solutions
Tier 2 Support: These specialists have more experience and knowledge and can assist Tier 1 specialists with basic technical problems. They investigate the issues raised and check for known solutions to complex issues. They also review work orders to determine the extent of Tier 1 support already given and implement a Tier 2 solution.
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a advanced level (Network, Appliances, VM and more)
Installation, reinstallation and uninstallation advance tasks (Distribution, Core and Datacenter level devices)
Advanced configuration troubleshooting and deployment
Tier 3 Support: These specialists solve Advanced to Complex network issues and have a advanced understanding of the product and services. They gather customer information, analyze complex problems and determine the root cause. They solve the user problems and offer new fixes and solutions at a advanced level, including such issues as:
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a high advanced level (Network Devices, Appliances, VM and route switch)
Installation, reinstallation and uninstallation advance tasks (Edge, Network Appliances, Firewall, Distribution, Core and complex route switch level tasks)
Advanced configuration troubleshooting and deployment including scripting and API backend
Tier 1 Support: These specialists solve basic network issues and have a general understanding of the product and services. They gather customer information, analyze symptoms and determine the basic problem(s). They solve the user problems, including such issues as:
Physical layer 1 and 2 issues
Network hardware and software install and upgrade
Installation, reinstallation and uninstallation tasks
Basic configuration troubleshooting
Cabling and wire management solutions
Tier 2 Support: These specialists have more experience and knowledge and can assist Tier 1 specialists with basic technical problems. They investigate the issues raised and check for known solutions to complex issues. They also review work orders to determine the extent of Tier 1 support already given and implement a Tier 2 solution.
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a advanced level (Network, Appliances, VM and more)
Installation, reinstallation and uninstallation advance tasks (Distribution, Core and Datacenter level devices)
Advanced configuration troubleshooting and deployment
Tier 3 Support: These specialists solve Advanced to Complex network issues and have a advanced understanding of the product and services. They gather customer information, analyze complex problems and determine the root cause. They solve the user problems and offer new fixes and solutions at a advanced level, including such issues as:
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a high advanced level (Network Devices, Appliances, VM and route switch)
Installation, reinstallation and uninstallation advance tasks (Edge, Network Appliances, Firewall, Distribution, Core and complex route switch level tasks)
Advanced configuration troubleshooting and deployment including scripting and API backend
Tier 1 Support: These specialists solve basic network issues and have a general understanding of the product and services. They gather customer information, analyze symptoms and determine the basic problem(s). They solve the user problems, including such issues as:
Physical layer 1 and 2 issues
Network hardware and software install and upgrade
Installation, reinstallation and uninstallation tasks
Basic configuration troubleshooting
Cabling and wire management solutions
Tier 2 Support: These specialists have more experience and knowledge and can assist Tier 1 specialists with basic technical problems. They investigate the issues raised and check for known solutions to complex issues. They also review work orders to determine the extent of Tier 1 support already given and implement a Tier 2 solution.
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a advanced level (Network, Appliances, VM and more)
Installation, reinstallation and uninstallation advance tasks (Distribution, Core and Datacenter level devices)
Advanced configuration troubleshooting and deployment
Tier 3 Support: These specialists solve Advanced to Complex network issues and have a advanced understanding of the product and services. They gather customer information, analyze complex problems and determine the root cause. They solve the user problems and offer new fixes and solutions at a advanced level, including such issues as:
layer 1, 2 and 3 issues
Network hardware and software install and upgrade at a high advanced level (Network Devices, Appliances, VM and route switch)
Installation, reinstallation and uninstallation advance tasks (Edge, Network Appliances, Firewall, Distribution, Core and complex route switch level tasks)
Advanced configuration troubleshooting and deployment including scripting and API backend