All support requests raised will be subject to the following escalation procedure:

1st Line

This is where most support requests begin. The issue is recorded and Absolute Networks performs basic troubleshooting. For example, a request for a password to be reset would be a 1^st line matter.

2nd Line

If an issue cannot be resolved at 1^st line, it will be escalated to 2^nd line. At this point, Absolute Networks will perform more complex support, using specialist staff where appropriate. Re-provisioning of an email account, for example, would require 2^nd line support.

3rd Line

Issues that cannot be resolved at 2^nd line will be escalated to 3^rd line. At this level, support is provided by Absolute Networks’ most-experienced staff, who can draw on a range of expertise from third parties when needed. Commonly, 3^rd line issues relate to the IT network or infrastructure.

When appropriate, some matters raised will be immediately escalated to 2^nd or 3^rd line depending on their nature.