| English | Russian |
| second line support | техническая поддержка (консультантами общего профиля; First line support normally involves dealing with customers, clients or employees directly to resolve their issues. Normally the issues are fairly basic. Second line support should take over a support request once it has been established there is a problem with the supported "system" and it is not to do with user training, user environment, etc. Second line support will liaise with third line support for any highly technical issues. Second line support is usually the middle-man between first line and third line Third line support is a non-customer focused base of technical staff that will investigate and resolve problems. 4uzhoj) |
| third line support | техническая поддержка (специалистами; First line support normally involves dealing with customers, clients or employees directly to resolve their issues. Normally the issues are fairly basic. Second line support should take over a support request once it has been established there is a problem with the supported "system" and it is not to do with user training, user environment, etc. Second line support will liaise with third line support for any highly technical issues. Second line support is usually the middle-man between first line and third line Third line support is a non-customer focused base of technical staff that will investigate and resolve problems. 4uzhoj) |
