IBM Mainframe Forum Index
 
Log In
 
IBM Mainframe Forum Index Mainframe: Search IBM Mainframe Forum: FAQ Register
 

Level1 Support ?


IBM Mainframe Forums -> All Other Mainframe Topics
Post new topic   Reply to topic
View previous topic :: View next topic  
Author Message
Rajesh Midde99

New User


Joined: 04 Dec 2008
Posts: 11
Location: Bangalore,India

PostPosted: Tue Dec 16, 2008 4:04 pm
Reply with quote

Hi all

Can any body explain in detail what is Level1 Support ?

My Understanding is, L1 support is Initial Support level responsible for customer issues. And the basic job of a L1 technician is to detremine customer issues by careful analysis of the symptoms and figure out the underlying problem. L1 support has general understanding of application and may not be capable of performing complex tasks. The objective of L1 Support is to handle 70%-80% of customer issues before finding it to escalate to the next higher level.

Regards
Rajesh Midde
Back to top
View user's profile Send private message
dick scherrer

Moderator Emeritus


Joined: 23 Nov 2006
Posts: 19244
Location: Inside the Matrix

PostPosted: Tue Dec 16, 2008 10:19 pm
Reply with quote

Hello,

Quote:
Can any body explain in detail what is Level1 Support ?
Level 1 Support has different meanings in different organizations. To learn exactly what level 1 means in your organization, i'd suggest you ask the level 1 support manater/supervisor.

The degree of complexity handled and the % of calls to be answered by level 1 etc are all organization dependent.
Back to top
View user's profile Send private message
View previous topic :: :: View next topic  
Post new topic   Reply to topic View Bookmarks
All times are GMT + 6 Hours
Forum Index -> All Other Mainframe Topics

 


Similar Topics
Topic Forum Replies
No new posts APL support TSO/ISPF 1
No new posts CICS V 5.6 provides support for COMMA... CICS 4
No new posts After hours quick-fix support for IBM... Mainframe Jobs 0
No new posts RegEx Support in DFSORT (z/OS 2.4) DFSORT/ICETOOL 3
No new posts .Net support for CICS containers? CICS 0
Search our Forums:

Back to Top