What is L1 hosting support? Here’s how to pick the best support team
Bobcares.com provides outsourced hosting support to web hosting companies. Many customers come to us asking for Tier 1 or Level 1 or L1 hosting support, but the definition of “L1 support” varies from person to person.
Today, we’ll look at what L1 support is, and what you should look for when hiring a support team.
What is L1 support?
Level 1 tech support is the group of customer care professionals who initially responds to support requests, collects detailed information regarding the issue, and resolves it based on established support database. L1 support assigns priority of support based on urgency. For eg. a server down issue assumed higher priority.
If the L1 support is unable to resolve and issue, it is escalated to L2 support who goes through log files, and implements advanced solutions to resolve the issue. In case L2 support also fails at it, the issue is escalated to L3 support group who has a deep understanding of applications, operating systems, and more. This group could even apply code changes to fix an issue.
100% Bobcares techs are L1 + L2 + L3 qualified
At Bobcares, 100% of our help desk support team is formed of Computer Science engineers who routinely fix L1, L2 and L3 issues. There are no different levels.
It helps us deliver better service. Here’s how:
- Faster resolution : Customers who face complex issues do not have to wait longer to get the issue escalated and looked at.
- High accuracy in fixes : When following a template, L1 techs could wrongly diagnose an issue. Experts won’t make that mistake.
- Prevent recurring issues : When server experts see many tickets of the same kind (eg. virus in mails), they implement a permanent fix in the server, preventing more complaints. L1 techs would just call it a bad day.
- No canned responses : Experts quickly identify exactly what’s going on with a customer’s issue. So, they don’t have to rely on a template to endlessly talk about possibilities. The replies would be concise and personalized.
What are the qualities of a good support team?
We started supporting web hosting companies in 2001. Our objective always was to deliver a level of support that delights the customer, not just make them happy.
Over the past 15+ years, we’ve identified 3 important qualities that consistently delivers delighted customers. Let’s take a look at those:
1. Technical expertise with a human touch
Technology is often intimidating to non-technical people. It is easy to read out complex technical jargon from a manual to a customer when a support request is received. But, it takes an expert to explain in plain English what went wrong and what has been done to fix it.
So, before you sign-up, ask for sample tickets the support team has resolved. Look for the following:
- Did they use simple English to convey the resolution?
- Did they provide pro-active suggestions to prevent such issues in the future?
- Did they identify possible other issues in the account and help them prevent it? (Eg. “I saw your backup isn’t running. Click on X in your account to fix that.”)