Organisation

Support Level 1

Support Commitments

How it works ?

The goal of the level 1 is to categorize the ticket in term of type of ticket: incident, demand, request and criticality. If the ticket is recurrent or well known, the L1 operator can follow the associated procedure to help the customer by providing extra information or giving him the procedure. The L1 team is located in France, Singapour and Canada. This geographic repartition allows us to provide efficient support 24h/24, 5 days per week. The weekend is managed by french professional on call. Here is the hour repartition.