Each company has unique needs when it comes to technical support. Therefore, IT services for a small business are understandably different from a large one. On the side of technical support, though, the priority is what level of service is needed. Do you know which level of IT services cost the most to provide for users?
Before the costing side, let us learn the different levels of IT services first. In this way, you also know why one tier is more expensive than the others.
The tiers of IT services to receive
In general, there are four levels or tiers of IT services. Level 4 is the highest and most expensive but makes sense for a business that depends on high-tech infrastructure like e-commerce companies. However, the IT services for a small business typically stick to 1 to 3 levels.
Level 1. Somehow people see this as synonymous with tier 0, which is like self-service IT support. Level 1, on the other hand, provides primary services but still relieves users. In this tier, the tech staff names and solves primary issues like retrieving access to a web tool or checking if the software is working. Sometimes, it even involves some non-technical things like connecting cables.
Moreover, it is better to have tier 1 than 0 as sometimes real issues remain unknown if a non-tech expert does the checking. Level 1 also helps to know if a problem demands a higher level of services. An example of this is a cyber-attack that takes down a system.
Level 2. If level 1 cannot solve the problem, IT staff escalates it to tier 2. Level 2 is a problem-solving process or service that engages more skilled troubleshooters. Hence, clients can expect in-depth assistance for general or specific IT matters.
The standard process for the level 2 staff members is to get reports or tickets from level 1. Then, they will analyze further using their tools to uncover the root or severity of a problem. They also repair or provide different solutions, as well as assess if the initial troubleshooting is appropriate.
Level 3. Because IT issues can be beyond the usual and extraordinary, level 2 may seek tier 3 for tech support. The persons involved here are likely the most experienced and knowledgeable in advanced troubleshooting.
Take note, though, that the issues to pass to level 3 are not always about what tier 2 cannot solve. It can be a collaboration to end recurring problems or possess an advanced system to prevent possible troubles. Tier 3 can also mean consultation with an external computer expert or outsourcing IT services for a small business.
The costly levels of IT support
Understanding tiers in IT support can present a more definite picture of why level 3 or 4 is the costly IT service to provide for users. Logically, it is because the more extensive services to address the needs, the higher level of expertise and facilities to employ.
The needs don’t have to be current or existing issues to get tier 3 or 4. It could be about taking steps to scale up, which most small and medium businesses do if they are ready to expand their services or products. Also, any of this helps to improve a company’s operation or customer service.