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What is L1 support?

Definition: L1 support is the first level of customer support in a multi-tiered support model. They focus on resolving basic customer inquiries, issues, or problems.

L1 support is provided by frontline support agents or customer service, who play a crucial role in the customer support process, as it serves as the first point of contact between the customers and the support team

Efficient L1 support can lead to faster resolution times, increased customer satisfaction, and reduced workload on higher support tiers by resolving common issues and filtering out more complex problems for escalation.

L1 support is also known as Level 1 support or Tier 1 support.

Responsibilities of L1 support 

  1. Responding to customer inquiries.
  2. Identifying customer issues and diagnosing the root of the problem.
  3. Providing basic troubleshooting and guidance to customers in resolving their issues.
  4. Answering FAQs related to products or services, features, account setup, billing inquiries, or general usage questions.
  5. Logging customer interactions and creating support tickets for tracking purposes.
  6. Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary.
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Article FAQs

Why is it important to have tiered support?
Tiered support is important because it streamlines customer service by assigning issues to appropriate support levels based on complexity, improving response times, efficient resource allocation, and enhancing overall customer satisfaction. 
Can L1 support be outsourced or provided in-house?
Depending on a company's needs and resources, L1 support can be provided in-house or outsourced in-house. 
How can L1 support performance be measured?
L1 support performance can be measured using first contact resolution rate (FCR), average response time, customer satisfaction (CSAT) scores, ticket volume, and agent productivity. 
What is L1 L2 and L3 support?
L1, L2, and L3 support refer to different levels in a tiered customer support model. L1 support handles basic issues, L2 addresses more complex and advanced problems, and L3 tackles highly technical or specialized issues, often involving collaboration with product development or engineering teams.

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