Customer support often gets divided into “tiers.” In IT, Tier 1 support is solving basic user problems. Password resets and power cycling may come to mind at this tier. When a Tier 1 support person can’t solve a problem, it bumps up to Tier 2. Tier 2 staff have more experience, knowledge, and may do things like controlling your desktop remotely to solve problems or coming onsite to resolve issues. Tiers 3 and 4 are usually beyond local support. Tier 3 might involve a design change or a software/hardware update. Tier 4 is external support by a supplier or third-party.