L1 Support Scope
Kaseya Help Desk L1 Support provides front-line assistance for common IT issues and requests. Our trained professionals are equipped to handle a wide range of basic to intermediate technical problems.
L1 Support includes
- Basic troubleshooting for hardware and software issues
- Password resets and account unlock requests
- Email and productivity software support
- Network connectivity troubleshooting
- Printer and peripheral device support
- Basic application installation and updates
- Operating system support (Windows, macOS)
L2 Support Scope
L2 Support offers more advanced technical assistance for issues that cannot be resolved at the L1 level. Our L2 technicians have deeper technical knowledge and can handle more complex problems.
L2 Support includes
- Advanced troubleshooting for hardware and software issues
- Network configuration and advanced connectivity issues
- Server and database support
- Complex application support
- Security incident triage and escalation
- Performance optimization
- Root cause analysis
Service Level Objectives (SLOs)
Kaseya Help Desk is committed to providing prompt and efficient support. Our Service Level Objectives (SLOs) are designed to ensure timely resolution of issues based on their priority.
Table: Service Level Objectives
| Priority | Initial Response Time | Resolution Time |
|---|---|---|
| P1 - Critical | 15 minutes | 4 hours |
| P2 - High | 30 minutes | 8 hours |
| P3 - Medium | 2 hours | 24 hours |
| P4 - Low | 4 hours | 48 hours |
📖 Note: These SLOs represent our targets. Actual resolution times may vary depending on the complexity of the issue.