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Support level definitions

Level of Support	Description
Level 0	This is self-help and user-retrieved information whereby the customer can review our online documentation, knowledge base, FAQ's.
Level 1	Problem determination by diagnosing configuration. Break-fix installation assistance, usage support, ongoing maintenance, and troubleshooting. Customer needs to be current on Maintenance in order to be entitled for support.
Level 2	Problem isolation and problem duplication, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable workarounds.
Level 3	Problem resolution at a code level. Resolution means closure of the issue defined in the incident and may include configuration changes, implementation of a workaround, or providing a software patch. Resolution is not possible in all circumstances.