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Support for merces retail solutions are offered through a three-tiered service agreement. - the first level support cover FAQ by users. It is often covered by an internal help desk or champion user.
- the second level technical support is provided by technically competent internal staff or by external experts. It comes into action if the first level support fails to resolve the problem.
- the third level support, usually provided by the software and hardware suppliers, comes into play when complex problems occur.
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