support

[Former Member]

Dear All,

Can any one tell me briefly about L1, L2 and L3 support

Thanks & Regards

Varma

[Former Member · Accepted solution]

Not necessarily anything to do with APO ... or even SAP specific. this could be for any service level in an organization

L stands for level and these are various levels of support that an organization has organized in order to suport its (usually) IT functionality. 1 2 and 3 are differe nt levels.

the different levels would depend on the issue at hand and its complexity

what i am saying is again very organization specific

a problem would go through level 3 which could be a superuser. if not solved by this level would go to level 2 and then to level 1 which are higher levels of support.

it is expected issues are sorted by the time they reach level 1.

[somnath_manna]

My 2 cents on L1, L2 and L3 support - not necessarily from ITIL or such standards but from experience standpoint.

L1 Support - Helpdesk, first or probably second (assuming she has checked with a fellow user or Power User) point of contact with support organisation for an end-user facing a problem/issue. Helpdesk will try resolving the issue (mostly simple How-Tos) based on some standard solution template. If they cannot resolve they will login a ticket (they will do in any case even for their response) which will then be passed on the L2.

L2 Support - Teams specialised in functional modules (unlike HelpDesk) who take up tickets passed from L1 and troubleshoot. They will get back to the end-user with a response or ask further details for more troubleshooting. Apart from this L2 support team would also be engaged in day-to-day system management tasks. In case of APO this can include management of the CIF queue apart from the scheduled background jobs.

L3 Support - If the solution of issue in L2 requires a change in the system (custom code, enhancement, development, pathc application, configuration etc.) then it becomes a change request and moves on to be addressed by L3 Support team. In many cases the L2 and L3 team members may not be different or it is the same team. The difference is primarily from the nature of work. Depending on the organisation L3 support may involve little to lot of documentation, process control, testing, stakeholder (end-user, solution architect, power-user) communication quality aspects etc. etc. and in some cases even training.

Hope this helps.

Thanks,

Somnath

[Former Member]

i guess the top tier wanted the number 1 in some places....

[Former Member]

Dear Varma,

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 APO, 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.

Hope this helps.

Regards,

Naveen.