12/7/2015

L2andL3supportactivities

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L2 and L3 support activities

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SQL Server>SQL Server Database Engine

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Hi

SIVAPRASAD S SIVA
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Joined Jun 2006

SIVAPRASAD S S

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Am not sure whether is this the right place to ask this question.
Am new to SQL Administration.

Top related threads

Would like to know what are the difference between L2 and L3 support activities?

SELECT SINGLEEVENTSTRINGOUTPUT
= \:L1 + @@SERVERNAME + \:L2 +
CASTGETDATE AS NVARCHAR\:L3

Proposal for an API to control size of

l2/l3 cache allocated per virtual
processor
Activate Support
Is SQL2005 support Active/Active
Cluster ???

Thanks,

Sunday, May 02, 2010 6:51 AM

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Manu_vmr

70 Points

Active Sync "support code"

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12/7/2015

L2andL3supportactivities
I hope you areasking Level of support on the Production Opartaional Support model. It is not meant for
Development environment.

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Typically, when a software user/ end usercalls for technical assistance, a level 1 technician tries to answer
all questions, which might include help with simple problems or general "howto" questions. Level 1,
Support person gather the user details, problem / issues details, what the user trying to do.
Based on the input Level 1 person raise a call ticket Incident and refer the internal knoweldge base of
know issues and it's resolution and try to resolve the issue raised.

If the question is more complex, the user is passed on to the level 2 technician. Level 2 questions may, for
example, deal with advanced features and possible product bugs or failures. If the level 2 technician cannot
help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician.
Some research and investigation at this level might be required, which can take time

Level 2L2
This is a more indepth technical support level than Tier I containing experienced and more knowledgeable
personnel on a particular product or service
Level 3L3
This is the highest level of support in a threetiered technical support model responsible for handling the
most difficult or advanced problems.
If L3 Support unable to resolve the issue, they may engage the respective product vendor.
Sivaprasad S http://sivasql.blogspot.com Please click the Mark as Answer button if a post solves your
problem!
Marked as answer by Jinchun Chen Microsoft employee, Moderator Monday, May 10, 2010 2:30 AM
Monday, May 03, 2010 3:28 AM
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SIVAPRASAD S SIVA Sivaprasad Inc Partner

1,955 Points

Right, apart from this if you look at it

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L2 Tier 2> is primarily responsible for Incident Management refer to ITIL for further explanationi.e.
tickets which are categorized as P1,P2 etc based on criticality and urgency, and have SLA for each
criticlity.urgency level. E.g. P1 needs to be responded in 2 hours and resolved in 6 hours etc. Generally, L2's
first target is to resolve the issue as fast as possible.
But, what happens if the issues is a recurring one. Or, say a P1 read it as system down : is raised, while L2
quickly brings back the server/application doing anything, it is also required for further indepth technical
fellows to do rotcauseanalysis famous as RCA and/or find a permanent solution to recurring issues.
This is where L3 comes into play.
L3 Tier 3> is primarily responsible forProblem Management refer to ITIL for further explanationi.e. find
resolution to recurring issues and also do RCA. Generally, L3 is not bound by any SLA from operational
pointofview, but the accountability/responsibility is very high. Also, generally this the tier which talks with
the development/vendor if required. And, disaster recovery, business continuity plans are chalked down
with keeping them in loop. So, you understand people having good knowledge of the host
technology/platform, application, inter/intra organization relations/contacts will be here.
Pradyumna

Marked as answer by Jinchun Chen Microsoft employee, Moderator Monday, May 10, 2010 2:30 AM
Monday, May 03, 2010 10:38 AM
Reply | Quote

Pradyumna Poddar Accenture

405 Points

All replies

https://social.msdn.microsoft.com/Forums/sqlserver/enUS/68521b6376854e48a50a91b818ec4090/l2andl3supportactivities?forum=sqldatabaseengine

2/3

12/7/2015

L2andL3supportactivities
I hope you areasking Level of support on the Production Opartaional Support model. It is not meant for
Development environment.

1
Sign
in to
vote

Typically, when a software user/ end usercalls for technical assistance, a level 1 technician tries to answer
all questions, which might include help with simple problems or general "howto" questions. Level 1,
Support person gather the user details, problem / issues details, what the user trying to do.
Based on the input Level 1 person raise a call ticket Incident and refer the internal knoweldge base of
know issues and it's resolution and try to resolve the issue raised.

If the question is more complex, the user is passed on to the level 2 technician. Level 2 questions may, for
example, deal with advanced features and possible product bugs or failures. If the level 2 technician cannot
help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician.
Some research and investigation at this level might be required, which can take time

Level 2L2
This is a more indepth technical support level than Tier I containing experienced and more knowledgeable
personnel on a particular product or service
Level 3L3
This is the highest level of support in a threetiered technical support model responsible for handling the
most difficult or advanced problems.
If L3 Support unable to resolve the issue, they may engage the respective product vendor.
Sivaprasad S http://sivasql.blogspot.com Please click the Mark as Answer button if a post solves your
problem!
Marked as answer by Jinchun Chen Microsoft employee, Moderator Monday, May 10, 2010 2:30 AM
Monday, May 03, 2010 3:28 AM
Reply | Quote

SIVAPRASAD S SIVA Sivaprasad Inc Partner

1,955 Points

Right, apart from this if you look at it

1
Sign
in to
vote

L2 Tier 2> is primarily responsible for Incident Management refer to ITIL for further explanationi.e.
tickets which are categorized as P1,P2 etc based on criticality and urgency, and have SLA for each
criticlity.urgency level. E.g. P1 needs to be responded in 2 hours and resolved in 6 hours etc. Generally, L2's
first target is to resolve the issue as fast as possible.
But, what happens if the issues is a recurring one. Or, say a P1 read it as system down : is raised, while L2
quickly brings back the server/application doing anything, it is also required for further indepth technical
fellows to do rotcauseanalysis famous as RCA and/or find a permanent solution to recurring issues.
This is where L3 comes into play.
L3 Tier 3> is primarily responsible forProblem Management refer to ITIL for further explanationi.e. find
resolution to recurring issues and also do RCA. Generally, L3 is not bound by any SLA from operational
pointofview, but the accountability/responsibility is very high. Also, generally this the tier which talks with
the development/vendor if required. And, disaster recovery, business continuity plans are chalked down
with keeping them in loop. So, you understand people having good knowledge of the host
technology/platform, application, inter/intra organization relations/contacts will be here.
Pradyumna

Marked as answer by Jinchun Chen Microsoft employee, Moderator Monday, May 10, 2010 2:30 AM
Monday, May 03, 2010 10:38 AM
Reply | Quote

Pradyumna Poddar Accenture

405 Points

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