What is tiered support?
Tiered support organizes customer or IT support into levels of increasing expertise, usually tier 0 (self-service and AI), tier 1 (frontline agents), tier 2 (technical specialists) and tier 3 (engineers or product experts), with tickets escalating up when lower tiers can't resolve them.
Tiers
| Tier | Who | Example |
|---|---|---|
| 0 | Self-service, AI | Password reset |
| 1 | Frontline agents | How-to questions |
| 2 | Specialists | Config issues |
| 3 | Engineering | Bugs |
| 4 | Vendors | Third-party issues |
Pros and cons
Clear ownership and cost control, but handoffs can slow complex issues.
