Regular Issue
Problem Consultation
wechat Group
online
System Bug
Provide the operational guidance
400 hotdesk
Check and work with Project team
Provide the information Consultation
L2 Support Validate and solve the issue
CIP
System Configuration
Provide the solution or comments to L2 support
L2 Supportreceive the issue and log the ticket
Check and fix with Dev team
Need L3 Support
L3(EBest) Define the Category
Check and solve the issue
L2 inform L1 or responds to customer directly
Initial Analysis
Escalate to L3(EBest) Support
L2 maintain FAQand close the ticket
