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.