Services

IT Support - L1/L2/L3

Multi-tier IT support: L1 for everyday troubleshooting, L2 for advanced issues, and L3 for system failures and infrastructure, around the clock.

Managed IT & Application Support

01

L1 — help desk and first response

The first line takes the call, logs it, and resolves what it can.

  • 24/7 help desk
  • Login, connectivity, and software troubleshooting
  • Password resets, account management, and access
  • Incident logging, ticket tracking, and escalation
  • Phone, email, chat, and self-service

02

L2 — advanced technical support

When the first reply is not enough, L2 diagnoses the system behind it.

  • Software and hardware troubleshooting
  • Application, network, and system support for faculty and staff
  • Installations, updates, and configuration
  • Coordination with on-site IT
  • Escalation handling and root-cause analysis

03

L3 — infrastructure and expert support

L3 owns the issues that sit in servers, security, and the campus stack.

  • Server, database, and network administration
  • Cybersecurity threat management and risk mitigation
  • Cloud, virtualization, and enterprise applications
  • Custom software debugging and development support
  • IT strategy and ongoing system optimization

Talk through how this would work on your campus.

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