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 Author Paul Beck  Views 1618 View Original Article

Overview:  Large organisations tend to use a tiered support model also called the escalation model.The Problem with Tier Support Models:A user finds an issue and explains it to level 1, the Level 1 support guys figures out it's too difficult or not on his easy path and pushes to level 2,  the whole bug needs to be re-explained generally involving the business user that reported the bug and the level 1 support person.  This goes on for 3  to 5 levels in bug organisations and i…
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