what is l2 uphold

What is the meaning of L1, L2, L3, L4 

uphold levels in IT Operations 

The board? 

As specialists in programming ites that apply progressed examination and robotization to 

improve IT Application Operations, we hear frequently hear this inquiry. An ongoing 

search online didn't bring about clever responses. Thus, we chose to share our 

approach at Greens Systems and one that a considerable lot of our affiliate accomplices and very 

effective endeavor customers use. 

To effectively work an IT uphold activity, regardless of whether inside an endeavor or 

inside a specialist co-op association for Clients, it is basic all things considered 

on degrees of help identified with:

Capacities and duties of the ability engaged with offering help and 

Levels of episode or solicitation treatment identified with need, direness, heightening 

treatment and administration level arrangements (SLAs). 

Here is the Greens Systems meanings of Level 1 (L1) through Level 4 (L4) IT 

tasks the board uphold. Meanings of Incident or Request Levels are 

given in other documentation accessible from your Greens agent. 

L1 – First Line Support: Telephone helpdesk or answer focus uphold 

This help level gets inbound solicitations through channels like telephone, Web 

structures, email, talk, or different methods dependent on the reported concurrence with the 

Customer. L1 uphold ordinarly incorporates people that have restricted specialized 

mastery. L1 uphold logs, orders, organizes, tracks, and courses (I) episodes

announced by clients or (ii) cautions raised by observing devices. L1 is planned to be 

the first to recognize an occurrence. L1 uphold tracks tickets until effectively 

settled. L1 designers can actualize fundamental, recorded break-fix undertakings along 

the lines of following a cookbook formula. L1 work force will ordinarily raise to an 

L2 asset and follow archived acceleration strategies, once more, such as following a 

cookbook formula. Contingent upon the seller, L1 professionals will have from 0 to 4 

long periods of earlier applicable experience. At Greens, L1 designs by and large have at any rate 

2 years of earlier pertinent experience. 

L2 – Second Line Support 

These professionals have more insight than L1 uphold specialists and  oversee 

occurrences raised by the L1s or what is l2 support as concurred in recorded SLA (Service Level 

Arrangement) courses of events. L2 professionals follow archived measures and 

work processes gave by Clients or more elevated level help delegates, sellers, 

item the board, and so on They are required to raise to the L3's when

documentation is lacking to finish the assignments or don't tackle the occurrence. 

L2s normally have and keep a Run-Book which they can use for prompt 

goals. They work together with some other help or reliance bunches in 

case the occurrence has a linkage to other help work force or outside sellers. L2 

specialists will normally raise to a L3 asset and follow reported 

acceleration methods. At Greens, L2 designs for the most part have at least 4 years of 

experience on a particular innovation stage (e.g., Windows workers, Oracle 

Information base, and so forth) 

L3 – Third Line Support 

L3 specialized specialists settle gives that are commonly troublesome or inconspicuous. L3 

engineers partake in administration, prioritization, minor improvements, break 

fix exercises, issue the board, soundness investigation, and so forth These help chiefs 

have explicit, profound arrangement and mastery in a couple of innovation 

stages (for instance, an Oracle information base executive or a Windows Admin). 

L3 engineers are proactive in nature, distinguishing issues ahead of time and looking 

for persistent assistance improvement openings. In the event that a fix includes a significant 

upgrade or a turn of events, at that point the issue is moved to designing 

or then again advancement groups, Level 4. L3 designers may have root or manager 

admittance to essential frameworks. Greens L3 designs by and large have at least 8 years of 

applicable experience.