Please use keywords in English only.
›
Website Builder

Difference between 1st and 2nd line support

What is 1st line support?

1st Line Support is available for our Revenue Share partners. In this model, our support team directly interacts with your end customers. When a customer has a question or issue, they contact us directly, and we provide them with immediate assistance.

This ensures a quick and direct resolution, as our support is in direct communication with end user.

What is 2nd line support?

2nd Line Support is available for our White label partners and involves indirect communication. In this model, user creates a support ticket with their hosting company. The hosting company reviews ticket and forwards it to our support team. We then respond to hosting company, which relays our response to end customer.

This method avoids direct contact between our support team and end customer, maintaining hosting company's brand consistency.

People also found this article using these queries:

  • Distinction between tier 1 and tier 2 support.
  • Variation between level 1 and level 2 technical assistance.
  • Disparity between first-line and second-line support.
  • Contrast between primary and secondary support tiers.
  • Difference between initial and escalated support levels.
  • Divergence between basic and advanced support.
  • Gap between entry-level and intermediate support.
  • Separation between front-line and back-end support.
  • Variation between preliminary and follow-up support.
  • Difference between basic troubleshooting and advanced troubleshooting.
  • Distinction between initial contact support and escalated support.
  • Variation between first-tier and second-tier technical help.
  • Discrepancy between first-level and second-level customer service.
  • Difference between initial response and detailed support.
  • Contrast between primary helpdesk and specialized support.
  • Distinction between front-end support and deeper technical support.
  • Difference between initial help and in-depth problem-solving.
  • Variation between first-contact assistance and subsequent support.
  • Divergence between basic customer support and expert support.
  • Difference between entry-level helpdesk and specialized technical support.