that is Level 1, Level 2, Level 3, support based on the criticality of the issue this is rated as L1 - Low, L2-Medium, L3-High Priority, based on this the person in support will have the time to solve the problem may be L1 has 4 hours, L2 has 8 hours, L3 has 24 hours.
There are basically 3 helpdesk levels :L1, L2 and L3.
L1 will be the initial contact, where in the user will create support tickets, etc. If these people are not able to solve the problem, they'll allocate the ticket to the relevant Support inbox. The ticket will be picked up by the L2 support team, who are trained say in MM, BW, ABAP, etc. They'll usually solve the user problems.
THe level 3 team is mostly the technical team, who'll change code, debug routines, take care of batch jobs, etc.
Thanks,
Sree.
