Web Wiz Support Tiers
Below you will find a breakdown of the support levels offered by Web Wiz.
1. Tier 0: Self-Service Support
This is the most basic level of support, where users are encouraged to find solutions independently. It includes:
2. Tier 1: Basic Help Desk / First-Level Support
This is the initial point of contact for clients who cannot resolve an issue through self-service. Tier 1 support addresses common and relatively simple issues.
- Responsibilities: Password resets, basic troubleshooting (eg., website not loading, email issues), account management, general inquiries, and guiding users through simple processes.
- Channels: Support Portal
- Escalation: Issues beyond their capabilities are escalated to higher tiers.
- Availability: Monday to Friday, 8 AM to 4 PM (GMT in winter, BST in summer); partial/limited support outside of these hours.
3. Tier 2: Technical Support / Second-Level Support
Tier 2 support is provided by more experienced technicians who can tackle technical issues that Tier 1 cannot resolve.
- Responsibilities: In-depth troubleshooting, server-specific issues, advanced configuration, basic security measures, and diagnosing software or hardware malfunctions.
- Expertise: Specialists with a deeper understanding of hosting technologies, operating systems, and common applications.
- Channels: Support Portal
- Availability: Monday to Friday, 8 AM to 4 PM (GMT in winter, BST in summer); chargeable at $201.07 per hour
outside these hours.
4. Tier 3: Expert / Senior Engineer Support
This is the highest level of in-house support, comprising highly skilled engineers and specialists
- Responsibilities: Addressing critical system failures, complex troubleshooting, performance optimization, advanced security implementation, deep-level server maintenance, and resolving issues that require extensive knowledge of the hosting infrastructure.
- Expertise: Includes the architects or developers of the hosting platform, who can address rare and complex problems.
- Channels: Support Portal
- Availability: Monday to Friday, 8 AM to 4 PM (GMT in winter, BST in summer); chargeable at
$201.07
per hour
outside these hours.
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