B BROCENT

support tiers

Cover image for Brocent IT blog post: L1, L2 and L3 Support Levels Explained: Who Does What and How Tickets Move Between Them

October 30, 2026 | 13 min

L1, L2 and L3 Support Levels Explained: Who Does What and How Tickets Move Between Them

What level 1, level 2 and level 3 IT support each handle, how tickets are handed over, and how to split the tiers when you outsource your service desk.