The following table describes levels 1, 2 and 3 for support triage.
| Level | User/Responsible Party | Responsibility |
|---|---|---|
| 1 | Service Desk (SD), Operations Centre (OC) | Direct users of the application. OC - Carry out actions such as editing blacklists and filters, acknowledging and closing alarms, etc. SD - Carry out limited actions such as acknowledging alarms, editing filters. OC should contact Level 2-3 for next available support, such as via email, or ticketing system for raising new feature requests or bug reports. |
| 2 | Operations Team | Owners of the product/application. Provide input on new feature requests in the application. Should contact Level 3 for next support level. |
| 3 | Systems Team | Responsible for development and maintenance of the application. Also provide advanced support for Level 1 and Level 2 users. |