*Level 1 – Over the phone, email or web ticketing support provided by natr support team to diagnose first line symptoms and rectify issues via remote portals and or over the phone advice. Generally able to resolve 80% of product and user issues related to use, products configuration, network & firewall issues. These issues generally relate to basic network configuration, firewall, user error and product configuration changes. Restarts of hosted infrastructure can be effected at his level as well as application restarts and restores.
*Level 2 – Over the phone and email support delivered by our accredited personnel. Administrative level support of backend systems and product portals as well as analysis of networks and other advanced diagnosis of problems. Remote access to client systems sometimes required for this level of support.
*Level 3 – Expert level troubleshooting and diagnosis of problems by accredited technicians. Generally performing diagnostic analysis of logs and other tools to determine issues and often providing onsite support in addition to over the phone and remote access. This level of support can access the backend systems supporting products such as hosted servers and product code as well as provide patches where required. Remote access to client systems required for this level of support.
*Level 4 – Engineering Support usually escalated to vendors or carriers natr includes, management of vendor tickets and issues as well as vetting of firmware releases prior to deployment. Remote access to client systems required for this level of support.