When to use First or Second level of IT support.
First Level Support: Call your own organisation helpdesk
First-level support is your own organizational first point of contact when you encounter a problem or have a question. This level of support is designed to handle common issues, answer general inquiries, and provide immediate solutions to problems that do not require in-depth technical knowledge.
Key Responsibilities:
Issue Logging and Categorization: First-level support representatives log all incoming issues and categorize them based on type, urgency, and complexity.
Basic Troubleshooting: They provide solutions to straightforward problems, such as password resets, navigation assistance, and basic software troubleshooting.
Knowledge Base Guidance: First-level support often directs users to relevant articles within the Data & More Knowledge Base, helping users find self-service solutions.
Ticket Escalation: If the issue is more complex and cannot be resolved at this level, it is escalated to the second-level support team.
When to Use First-Level Support:
If you're facing issues with login or account access.
If you have questions about using specific features or functionalities.
If you have questions about specific company compliance regulations and requirements.
If you have questions about specific company regulations and rules regarding handling of PII data.
If you encounter minor errors or bugs that seem common.
If your own organizational help-desk service can’t help you they will contact and reach out to Data & More, and we will support them.
Second-Level Support: Data & More supports your Helpdesk
Second-level support steps in when issues require a deeper level of technical expertise. This team is composed of D&M specialists who have extensive knowledge of Data & More's systems, software, and infrastructure.
Key Responsibilities:
In-Depth Troubleshooting: Second-level support handles more complex issues that require detailed investigation, such as system errors, data discrepancies, or integration problems.
Root Cause Analysis: They not only solve the problem but also identify the root cause to prevent it from recurring.
Advanced Configuration Assistance: For users who need help with advanced settings, customization, or specific configurations, second-level support provides detailed guidance.
Collaboration with Developers: If an issue is beyond their scope, second-level support works closely with the development team to find a solution, ensuring that the problem is thoroughly addressed.
When to Use Second-Level Support:
If the issue was not resolved by first-level support.
If you're experiencing significant errors that affect your workflow.
If you need help with advanced features or customized solutions.
If you're dealing with integration or data-related issues.
If you need advice regarding best-practices on general compliance regulations and requirements.
If you need advice regarding best-practices on general rules regarding handling of PII data.
How to Access Support at Data & More
To access support at Data & More, simply visit the Support Portal. You can start by searching the Knowledge Base for articles related to your issue. If you need further assistance, you can submit a ticket directly via sending a mail to: support@dataandmore.com.
Submit a Ticket: When submitting a ticket, provide as much detail as possible. Screen Dumps and/or text. This helps the support team understand and categorize your issue correctly.
Track Your Issue: After submitting, your ticket will be answered within a minimum of 24 hours. For big clients you can get access to a ticket portal and track the status of your ticket through the portal and receive updates on its progress.
Escalation Process: If your issue is not resolved at the first level within a 1 or 2, please escalate to the second level for further investigation.