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Support Operations
Tiered Support
Organising support into levels (tier 1, 2, 3) by complexity, escalating harder issues upward.
Glossary/Tiered Support
Tiered support structures a team by issue complexity: tier 1 handles common, routine questions; tier 2 takes specialised problems; tier 3 covers the hardest technical or engineering cases. Each tier escalates what it can't resolve to the next.
AI reshapes the model by absorbing much of tier 1 — an AI agent resolves routine questions instantly, so human tiers focus on genuinely complex work. Clean escalation with full context keeps the handoffs smooth.
Related terms
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