Case Severity Levels
Skyone Studio offers clients dedicated support structured into three distinct levels (L1, L2, and L3), ensuring comprehensive and specialized assistance to meet users' diverse needs. Below is a detailed description of each support level:
Level 1 (L1) – Initial Screening and Ticket Routing
This is the first point of contact with support, responsible for screening and performing a preliminary analysis of tickets. The team conducts an initial assessment of the issue, provides basic guidance, and forwards the necessary documentation for further support.
Level 2 (L2) – Detailed Analysis and Action Execution
Tickets requiring more in-depth diagnostics are escalated to Level 2, where specialists perform a detailed technical analysis and execute specific actions on the platform's workflows and operational processes. This level focuses on resolving complex issues that could not be addressed at N1.
Level 3 (L3) – Bug Fixes and Feature Development
Tickets involving critical failures (bugs) or requests for enhancements and new features are handled at Level 3. At this level, the technical team works directly on the platform's code and architecture, addressing issues or implementing improvements to ensure the system's continuous evolution.
Last updated