Tier 3 - Situation: A widespread system outage is affecting a critical number of customers, and the ticket is sent to the company's senior leadership and engineering team to develop a long-term solution., Tier 2 - Situation: An agent can't solve a customer's complex technical problem and sends the ticket to a specialist who has more expertise in that specific product., Tier 1 - Situation: A customer calls a support line and speaks to an agent who walks them through a basic troubleshooting procedure for a common software issue., Tier 0 - Situation: A customer checks a company's website to find instructions on how to reset their password without contacting an agent., SOP - A detailed, step-by-step set of instructions to carry out a specific routine task or operation consistently and effectively., Policy - A high-level statement of intent that sets the overall direction, rules, and principles to guide decisions and actions within an organization., Guidelines - Recommendations or advice that offer flexible direction and best practices, allowing for some discretion in how they are applied., Rule of 4 Nines - Means the service or system will be available 99.99% of the time., Knowledge Base - A repository for articles that answer frequently asked questions (FAQs) and document common or significant troubleshooting scenarios and examples., Lessons Learned Report - An analysis of events that can provide insight into how to improve response and support processes in the future., Clear - Means using plain language rather than jargon., Concise - Means using as few words as possible in short sentences. State the minimum of fact and action required to describe the issue or process., AUP (Acceptable Use Policy) - A document that outlines the rules and practices that users must agree to in order to access a network, system, or digital resource, typically detailing prohibited activities., Splash Screen - An initial graphical user interface (GUI) that appears while a program, game, or website is loading, often displaying the software's name, logo, and version.,

Lesson 11

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