Tier 1 support personnel will follow scripts provided by you to solve low-level technical issues or respond to customers based on information available on your internal/external documents. Following are some tasks handled by Tier 1 agents:

• Responding to frequently asked questions.

• Looking up internal/external documents to answer questions.

Generally, these tasks should not be more than 15minutes. In case task are time consuming then additional ticket count(s) will be considered. Total ticket count will be calculated at end of day.

Tier 2 support personnel will perform basic task as agreed prior signup. Following are some tasks handled by Tier 2 agents:

• Issues relating to accounts.

• Product or service specific questions.

• Responding to service related questions.

• Responding to order/payments/refund status.

Generally, these tasks should not be more than 1hour. In case task are time consuming then additional ticket count(s) will be considered. Total ticket count will be calculated at end of day.

Tier 3 support personnel are more experienced engineers who can deep dive in technical issues. Engineers are capable of analyzing application/server logs, network PCAP, etc . Below are some of the skillsets which Tier 3 engineers posses:

• Log analysis: application, operating system, network, etc.

• Programming language: HTML, CSS, JavaScript, React, C/C++, Java, C#, iOS, Android, etc.

• Operating systems: Windows, Linux, MacOS.

• Databases: SQL, noSQL

• Cloud: AWS, Azure, GCP

• SDK/API: Skills to learn and implement 3rd party SDKs or APIs.

Generally, these tasks should not be more than 4hrs. In case task are time consuming then additional ticket count(s) will be considered. Total ticket count will be calculated at end of day.