It is used to provide the support to End Users. There are various types of Supports provided by the partners to the customers. Partner (Partner) is acompany which provides support services. Ex: IBM, HP, HCL, TCS, WIPRO,SATYAM1L1 SupportTier-1Level-1Support-12L2 SupportTier-2Level-2Support-23L3 SupportTier-3Level-3Support-34L 4SupportTier-4Level-4Support-4
: It is a front end support or end user support toReset the Passwords lock and unlock users. GUI related issues.(Installation, patches, upgrade) performance check list activities etc…Note: Very less privileges are assigned to the users there will be noinput on the system by this users there will be no input on the systemby this users i.e. they can’t Delete, Drop, Change objects in thesystem. It is also referred as monitoring Job.
: The reports from the Level-1 consultants along withrecommendations are evaluated and ensure that they are resolved.Level-2 consultant handle assignments of roles, Background Jobsrescheduling, data transfers, notes etc…..
The issues which could not be resolved can be escalated to Level-3
: Recommend the parameters for Tuning, SupportPackage application, Scheduling down times, working with SAP,database activities etc….
):The consultant works with data center andknowledge of O/S, R/3, DB etc is required for this. Responsible to StartUp the BOX. Responsible for Backup, Restore, Recovery, DR, Standby,Clustering, Mirroring, H/W migration,. UPS aircom etc.Based on the nature of the company the following activities are alsosegregated.SecurityPerformance