What are support levels and how do they work?
Following the ITIL standards, there are 3 support levels: First [...]
How support tickets are processed
When reaching out to our Helpdesk either by phone, email [...]
First Level Support with a first contact resolution approach
Our First level support is the first point of contact [...]
How are on premise hardware support interventions handled?
Hardware and on-premise interventions are not included out of the [...]
