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Support Levels |
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Level 1 |
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Handling Technical support queries in desk as well as live chat |
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Setting File permissions |
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Setting User Privileges |
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Restarting services |
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Coordinating with Sales and Billing while handling Technical Support |
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Clearing Log files |
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Checking disk quota |
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Basic trouble shooting and escalating the issue to higher level if needed |
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Coordinating with Data Center on emergencies |
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Assistance through Control Panel |
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Almost all basic issues that do not require RDP / SSH login for the tasks |
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Level 2 |
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Software Installation/Upgrades |
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Reboots and service restarts |
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Third party software installations |
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Customizing web based Applications |
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OS & Application upgrades |
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Basic troubleshooting |
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Mail server (Mailenable, SmarterMail, etc) |
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Web server (IIS, Apache) |
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FTP server (MSFTP, ServU, etc) |
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DNS (Windows, Linux) |
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Database (MsSQL, MySQL) |
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Basic Installation of Firewall (Windows / IPTables) |
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Restore backup |
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Level 3 |
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OS & Application patch management & upgrades |
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SSH / Server hardening |
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Installation & Optimization |
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Mail server (Mailenable, SmarterMail, etc) |
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Web server (IIS, Apache) |
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FTP server (MSFTP, ServU, etc) |
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DNS (Windows, Linux) |
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Database (MsSQL, MySQL) |
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DDOS Attack Mitigation |
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Firewall configuration (IPTables, Windows) |
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Backup configuration & Restore checks |
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