Every business needs some sort of IT support to handle computer problems and other IT disasters. However, not every business needs the same type of support. This is why most IT support providers divided their services into support levels to ensure that their customers get the service they need.

The level of IT support your company needs is entirely dependent on your needs and immediate future plans. Most providers divide their services into three different standard tiers or service levels.

Tier 1 or Level 1 IT Support

The simplest of the three, Tier 1 is designed to handle the most common IT problems and issues faced by most companies before they become bigger messes. These include network failure, computer software or hardware problems, or other simple issues. Your Tier 1 IT support technician will evaluate your network’s symptoms to ensure that the problem was indeed solved and not just a symptom of a larger problem. Most of the time, you will only need this Level 1 IT support for your company.

Tier 2 or Level 2 IT support

If you need more in-depth support, you might have to go with Tier 2.

Tier 2 provides more complex or advanced services such as virus removal, implementing new software solutions, training, or installing brand new racks of servers. These tasks require far more technical knowledge or administration of your computers and network systems than the tasks served by Tier 1. You need Tier 2 to troubleshoot and develop preventive solutions to protect your company from data breaches or theft.

While you need Tier 2 service to solve problems and deal with issues that tend to crop up in larger businesses, you usually do not contact a level 2 IT support technician directly. In most cases, your Tier 1 technician calls in for a Tier 2 tech once the Tier 1 tech assesses your situation to be more complex than previously thought.

Tier 3 or Level 3 IT support

Tier 3 is for major disasters. Tier 3 IT support is the most comprehensive level of IT support that is handled by technicians trained and capable of handling any and all IT support issues that may arise. Level 3 technicians are only bought in when you need high level service such as handling the backend administration of your company’s network or servers. Level 3 technicians may also handle other advanced IT needs such as those offered on lower tiers if you need them as well.

Regardless of your situation, you need a Tier 3 IT support technician, you have very serious problems. As with Tier 2, you only get Level 3 when all other options are used up. For instance, you need Tier 3 if you need your entire network replaced due to the complete contamination of a virus or other security breach. Your IT support provider will call in for Tier 3 if you need to evaluate, replace, or restructure your company’s entire IT infrastructure and to decide the best plan for action to deal with any issue that may arise.