L1 and L2 Support Services

L1 support Services

  • Work as a first line of defense for customers, using Aspect products (UIP, ACD, AQM, eWFM etc.)
  • Log tickets with appropriate comments and analysis around the issue and assign a priority to issue.
  • Update customer for the status of ticket
  • Co-ordinate with L2/L3 team for the issue and help them in resolving
  • Provide 24X7 supports.

L2 Support Services

  • Install Code Mod, Update Packages and Hot fixes on customer system as per the plan.
  • Aspect version upgrade
  • Perform post installation testing to ensure the good health of the system.
  • Perform regular health checks of the systems
  • Perform System re-boot as per the defined frequency.
  • Provide 24X7 supports.