L1 AND L2 SUPPORT

L1 support Services

Work as a first line of defense for customers, using Aspect products (UIP, ACD, AQM, eWFM etc.)
Log tickets with appropriate comments and analysis around the issue and assign a priority to issue.
Update customer for the status of ticket
Co-ordinate with L2/L3 team for the issue and help them in resolving
Provide 24X7 supports.

L2 Support Services

Install Code Mod, Update Packages and Hot fixes on customer system as per the plan.
Aspect version upgrade
Perform post installation testing to ensure the good health of the system.
Perform regular health checks of the systems
Perform System re-boot as per the defined frequency.
Provide 24X7 supports.