Concept · entity · registered
Support tier
The depth of a support response. Level 1 takes the report, applies a known fix or a runbook, and passes on what it cannot close. Level 2 investigates further, often the people who operate the application. Level 3 is specialist depth: a change to the software, a vendor, or the team that builds it. Organizations draw those boundaries differently, and some add another tier, so the three levels are the usual case rather than a closed list. A tier is not an on-call rotation, which says who is reachable now, and not a priority, which says how soon a ticket should be worked.
Definition
What Support tier means
Used in data
In OVDB databases
Databases, recordsets and fields whose meaning is this concept, a kind of it, or whose values are instances of it. Rows open the OVDB Directory.
No OVDB database carries this concept yet.
Properties
What we can say about Support tier
These properties describe meanings and reference targets. Storage types, required fields, and cardinality belong to the consuming data model.
| Property | Meaning | Values and units |
|---|---|---|
| Support tier name | The name this organization uses for the tier, such as Level 1, L2, or a vendor's own name. The name is not a priority. | Scalar meaning |
In the graph
Related concepts
Concepts whose values are instances of it
The support tier that hands the ticket on, when the escalation is from one tier to another.
The support tier that receives the ticket. A notice to a manager may name a person instead of a tier; that person is not a support tier.
The support tier currently responsible for the ticket. An escalation moves the ticket from one tier to another. The tier is not the ticket's priority.