|
Technicians' level-0 and level-1 cover the 24 hours service.
Technicians of Helpdesk
System's technicians
Communications' technicians
Helpdesk technicians take all calls reporting incidences. Next step is to solve the problem but if not possible, the incidence will be scaled to specialized technicians (system's or communication's technicians) of level-1.
If the incidence could not be solved, it will scale to technicians' level-2, specialists in concrete areas such as the followings:
Web servers with Microsoft platforms
Servidores
Web servers with UNIX/Linux platforms
Security specialists
Database (Oracle, SQL Server)
| Profile |
Level scaled |
Availability |
| Help Desk |
0 |
24x7 |
| Support Technician
(Systems DBA, ISA and communications)
|
1 |
24x7 |
| Technical specialist (Systems
DBA, ISA and communications) |
2 |
Horario de oficina
(salvo incidencias) |
| User |
n/a |
Periódica |
|
