Tier 0 support material

What is it?

Tier 0 support material is help material that end users can use to help themselves before contacting a third party (e.g. service desk or service provider) for assistance.

A guide on Tier 0 material is available.

What is it used for?

Tier 0 support materials are usually FAQs (Frequently asked Questions), Knowledge Base articles or Wiki entries. These types attempt to solve the usually common problem before the end user contacts the Service Provider.

Benefits

• Reduced support
• Reduced user frustration