Glossary of Terms

Tier 1 Support

Definition of
Tier 1 Support

TIER 1 SUPPORT (L1) is the initial support level or entry point that a customer will first reach everytime he or she contacts the customer support team either via phone, email, or chat. Tier 1 can also be defined as the front line of any business support. In a common customer service team setup, Tier 1 Support agents are expected to answer general and product-related questions and provide basic assistance for most of customers' concerns. If needed, Tier 1 Support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 2 Support or L2.

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