In today’s world of technology, where the complexity of IT systems and infrastructure continues to grow, technical support has become a critical need for companies.
Within the different levels of support, Tier 3 stands out as the most advanced and specialized. This type of support is essential to solve complex and critical problems that cannot be handled by the lower support levels. Below, we explain why Tier 3 support is crucial for your company.
Resolution for complex problems
Tier 3 support is composed of highly skilled experts who have in-depth knowledge of systems, networks, and cybersecurity. These specialists are capable of resolving critical and complex technical issues that have been escalated from Tier 1 and Tier 2 support levels.
90% of the problems solved by Tier 3 support are solved at the first contact, which reflects the high efficiency and competence of these professionals.
Netsurit
Ticket resolution time is a key indicator of technical support efficiency. Tier 3 support may take slightly longer than other types of support to resolve a problem due to its complexity, but the quality of the solution is significantly higher, preventing recurrence of problems and improving system stability.
24 H
Tier 1
48 H
Tier 2
72 H
Tier 3
Ticket resolution time is a key indicator of technical support efficiency. Tier 3 support may take slightly longer than other types of support to resolve a problem due to its complexity, but the quality of the solution is significantly higher, preventing recurrence of problems and improving system stability.
The cost of employees at different levels of support varies considerably. The average annual cost is $52,850 for Tier 1 support, $87,650 for Tier 2 support, and $184,460 for Tier 3 support. Although more expensive, the investment in Tier 3 support is justified by the effective resolution of complex problems and the implementation of long-term solutions.
Tier 3 support is essential for any company that handles complex and advanced systems. It not only provides fast and effective solutions to the most difficult problems, but also implements preventive measures to ensure the stability and security of the IT infrastructure. Investing in Tier 3 support can be the difference between a company that struggles with constant technical problems and one that operates smoothly and efficiently.
At Xideral, we understand the importance of robust and specialized support. That’s why we offer world-class Tier 3 support, designed to solve the most complex challenges and prevent future problems. Our team of experts is ready to keep your IT infrastructure in top condition, ensuring that your business can focus on what it does best without technical interruptions.
Interested in how our Tier 3 support can benefit your business? Contact us for a consultation and find out how we can help you improve the efficiency and security of your systems!
Xideral Team