M & P ASSOCIATES IT SOLUTIONS PLAN
*Tier 1 Basic help desk resolution and service desk delivery.
*Level 1 involves simple customer requests that require limited IT support and instructions.
*Tier 2 In-depth technical support.
*Level 2 escalates into more in-depth problems.
*Tier 3 Expert product and service support.
*Level 3 utilizes subject matter experts that can figure out the toughest customer needs.
*Tier 4 Outside support for problems not supported by the organization.
*Outside technical support provided but not supported by the manufacturer. Our main purpose is to handle issues for outsourced services and computer products.