When to use First or Second level of IT support.
First Level Support: Call your own organisation helpdesk
First-level support is your own organizational first point of contact when you encounter a problem or have a question. This level of support is designed to handle common issues, answer general inquiries, and provide immediate solutions to problems that do not require in-depth technical knowledge.
Key Responsibilities:
- Issue Logging and Categorization: First-level support representatives log all incoming issues and categorize them based on type, urgency, and complexity.
- Basic Troubleshooting: They provide solutions to straightforward problems, such as password resets, navigation assistance, and basic software troubleshooting.
- Knowledge Base Guidance: First-level support often directs users to relevant articles within the Data & More Knowledge Base, helping users find self-service solutions.
- Ticket Escalation: If the issue is more complex and cannot be resolved at this level, it is escalated to the second-level support team.
When to Use First-Level Support:
- If you're facing issues with login or account access.
- If you have questions about using specific features or functionalities.
- If you have questions about specific company compliance regulations and requirements.
- If you have questions about specific company regulations and rules regarding handling of PII data.
- If you encounter minor errors or bugs that seem common.
If your own organizational help-desk service can’t help you they will contact and reach out to Data & More, and we will support them.
Second-Level Support: Data & More supports your Helpdesk
Second-level support steps in when issues require a deeper level of technical expertise. This team is composed of D&M specialists who have extensive knowledge of Data & More's systems, software, and infrastructure.
Key Responsibilities:
- In-Depth Troubleshooting: Second-level support handles more complex issues that require detailed investigation, such as system errors, data discrepancies, or integration problems.
- Root Cause Analysis: They not only solve the problem but also identify the root cause to prevent it from recurring.
- Advanced Configuration Assistance: For users who need help with advanced settings, customization, or specific configurations, second-level support provides detailed guidance.
- Collaboration with Developers: If an issue is beyond their scope, second-level support works closely with the development team to find a solution, ensuring that the problem is thoroughly addressed.
When to Use Second-Level Support:
- If the issue was not resolved by first-level support.
- If you're experiencing significant errors that affect your workflow.
- If you need help with advanced features or customized solutions.
- If you're dealing with integration or data-related issues.
- If you need advice regarding best-practices on general compliance regulations and requirements.
- If you need advice regarding best-practices on general rules regarding handling of PII data.
How to Access Support at Data & More
To access support at Data & More, simply visit the Support Portal. You can start by searching the Knowledge Base for articles related to your issue. If you need further assistance, you can submit a ticket directly via sending a mail to: support@dataandmore.com.
- Submit a Ticket: When submitting a ticket, provide as much detail as possible. Screen Dumps and/or text. This helps the support team understand and categorize your issue correctly.
- Track Your Issue: After submitting, your ticket will be answered within a minimum of 24 hours. For big clients you can get access to a ticket portal and track the status of your ticket through the portal and receive updates on its progress.
- Escalation Process: If your issue is not resolved at the first level within a 1 or 2, please escalate to the second level for further investigation.