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Level 1 support definition

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by scotant

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I realize to define the level 1 support is very difficult but I was wondering if anyone has a generic definition of what Level 1 support should entail.

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by generalist

Personally I'd say that Level 1 support should handle the following:

1. Known program bugs that have simple fixes

2. The 20% of the 'how to' questions that make up 80% of the calls

3. Symptom analysis and data collection for all new calls

4. Public relations for those callers that are angry with the organization

The above is a start that will vary from group to group.

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