Common Differences Between L1 and L2 Issues

At any given moment, one of your IT workers might be helping an employee recover a password, troubleshoot a software problem, or figure out why a printer isn’t printing. DIY self-help resources (commonly referred to as Level 0) have failed to solve the problem, but the issue isn’t so complex that it requires full-scale Level 3 or 4 attention. So does the issue qualify as a Level 1 problem or a Level 2 problem? Let’s take a look at some possible differentiators between these two neighboring levels of tech support.

Level 1: Level 1 covers the realm of quick fixes that just require a bit of human interaction to clarify the nature of the problem and solution. One common example involves an employee who tries to follow the provided instructions for a password reset without success. Other common examples of Level 1 issues include printer configuration snags, software installation or upgrade problems, and basic software, hardware, or network troubleshooting.

Level 2: Level 2 covers many of the same headaches as Level 1, such as software installation, configuration issues, troubleshooting, and break-fix walkthroughs. However, these issues at this level tend to require more time and effort to resolve. Many PC, laptop, and other device support problems fall into this category.

While it helps to recognize some differences between Level 1 and Level 2 problems, the lines between these two categories are not cut and dried by any means. As noted above, certain kinds of problems can straddle both categories, and it’s really up to you to decide which kinds of problems you want covered by your outsourced IT helpdesk service. Here at Gravity Philippines, we’re happy to discuss your particular needs, challenges, and expectations and then come up with the ideal service plan for your organization. Contact us today so we can “level up” your technical support capabilities!