Tier 1 Tier 1 support involves supporting basic, lower level technical issues that can be resolved in less than 24 hours. These are usually known issues which can be categorized as minor as it relates to bug fixes, changes in content, and customizations.
Tier 2 Tier 2 support involves supporting issues that require more in-depth technical knowledge. These are issues that go beyond Tier 1 in nature and typically require longer than 24 hours to resolve. These issues may require some research for resolution.
Tier 3 Tier 3 is a premium level of support that inherently includes Tier 1 and Tier 2 level resolutions but also involves supporting issues that require 3rd party intervention. There are times where issues cannot be resolved in house and we have to reach out to an outside resource. For example, this level of support may be required if your site’s security has been compromised and the issue resolution may require us to work with your hosting company.