• info@360skills.com
360 Skills US

+1 (337) 385 3510

Australia 360 Skills

‎+61 468 799 993

360 Skills India

+91 871 1000 360

L1, L2 & L3 SUPPORT

For every technical need of yours, 360 Skills is always up and ready. We provide a Tier 3 Network Support to cater to all your IT and technical issues and service requirements. The three levels of categorization offered by us at 360 Skills include Level 1 customer support as the basic support level for logs, categorization, prioritization, incident tracking and alarm reports, Level 2 application support for acting upon the incidents raised by the L1 team, and Level 3 help desk support for resolving difficult incidents by technical experts. Whether the support is required for any basic technical glitches or needs the involvement of experts and skilled product specialists, our 3 level support system can very well take care of everything aptly and instantaneously. 

OUR SUPPORT PLAN

$ 100
Month
  •  

Contact us for More details

Email : info@360skills.com
Call: +91 871 1000360 (india), +1 (337)385-3510(US)

IT support and resource three-level categorization

L1 Support

This is basic/initial level of support where support engineer logs, categorizes, prioritizes, tracks incidents or alarms reported by user or monitoring tools.L1 engineers generally have 2-5 years relevant experience.

L2 Support

Engineer manage and act on incidents raised by the L1 Team and follow workflow or Runbook to resolve incidents as per SOP within timeline agreed and documented SLA (Service Level Agreement). And if required escalate the Incident as per Escalation Matrix.L2 engineers generally have 3-7 years relevant experience.

L3 Support

Engineers are technical experts resolve issues that are typically difficult and escalated. L3 engineers participate in management, prioritization and product enhancements. They have deep understanding and expertise in one or more technology platforms. L3 engineers generally have 6-10 years or more relevant experience.

Supported Tools/ Technologies

Collaboration Platform


Sharepoint
Office 365
Exchange
ITinvolve
Visual Studio
Rally
Trello
Slack

Cloud


Amazon Web Services
Microsoft
Google
IBM





Virtualizer/Hypervisor


VMware
Hyper-V
Oracle Virtualbox
Parallels





Security


Solarwinds
Tripwire
Threat Stack
Snorm
Cloud MRP

Compliance


ITIL
ISO-27001
ISO-20000-1
ISO-9000
HEPPA
HITRUST

Configuration Management


Puppet
Chef
Ansible
Docker
CFEngine
Vagrant
CloudMRP

Monitoring


Nagios
NewRelic
Qualys
Ganglfa
ICinga
Pagerduty
Sensu
CloudMRP
Lantana
ManageEngine
Zenoss
GFI LanGuard
Solarwinds
PRTG / MRTG
WireShark

Incident/Ticketing Tools


FreshDesk
BMC-Remady
Capterra
ZenDesk
Zoho
OTRS
OSTicket
Simple Ticket
eTicket
Trouble Ticket Express
iTracker
Request Tracker
Mystic

Log


Graylog2
Papertrail
Logstash
Loggly
Splunk
Sumologic
Upstart
CloudMRP

Network


Router
Switches
Firewall
Cisco - ASA
Sonicwall

Storage


EMC
Nimble

Develop


TFS
GIT
Perforce
BitBucket

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