Co-Managed Help Desk: Escalation Paths & Support Levels
An effective escalation path ensures that issues are resolved at the appropriate level while keeping customers informed. In a co-managed environment, clear escalation procedures help your internal IT team and our MSP coordinate seamlessly.
Support Levels Explained
Level 1 (Tier 1)
Frontline support that gathers information, performs basic troubleshooting and translates technical issues into user-friendly language.
- Initial ticket triage and information gathering
- Basic troubleshooting and common issue resolution
- User communication and status updates
- Documentation preparation for escalation
Level 2 (Tier 2)
Specialists who handle complex problems, conduct deep-dive diagnostics and possess in-depth technical knowledge.
- Advanced troubleshooting and system analysis
- Log analysis and diagnostic procedures
- Complex solution design and implementation
- Knowledge transfer to Tier 1 team
Level 3 (Tier 3)
Vendor or product specialists for highly technical issues requiring expert knowledge.
- Vendor-specific technical expertise
- Product specialist consultation
- Advanced system configuration
- Root cause analysis for complex issues
Beyond Tier 3:
In some cases, issues may be escalated to Level 4, involving external partners or hardware manufacturers. Escalation paths balance speedy resolutions with appropriate expertise.
Designing an Escalation Path
Define Triggers
Specify which conditions warrant escalation to ensure consistent handling:
- Issue unresolved after 2 hours (Tier 1 to Tier 2)
- Security incidents or suspected breaches
- System-wide outages or critical infrastructure failures
- Recurring incidents affecting multiple users
- Hardware failures requiring vendor support
- Complex configuration or integration issues
Process Steps
1 – Document Procedures
Provide runbooks and knowledge-base articles for common issues
2 – Set Expectations
Establish SLAs for response and resolution times
3 – Communication
Keep stakeholders informed at each step
4 – Feedback Loops
Analyze escalated tickets to identify training opportunities
Benefits of Clear Escalation
Efficient Resolution
Issues are handled by the right expert level, reducing unnecessary delays and improving time to resolution.
Better Experience
Users receive timely updates and trust that complex problems are being addressed by specialists.
Knowledge Transfer
Tier 2 supports Tier 1 through training and knowledge sharing, building internal capability.