AskIT: Tier 1 vs Tier 2 Support

Matt Hardeman, Tier 2 Support for CanvasIT joins this edition of AskIT to explain the difference between Tier 1 and Tier 2 Support and how CanvasIT steps in to resolve both types of issues.

Examples of Tier 2 Support include:

  • Server outages
  • Outlook fails to connect to server
  • Any issue beyond general Desktop troubleshooting


Have a question for the Help Desk? Just #AskIT! See more videos like this on our YouTube page.

Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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