Admin hours comes with certain plans in order to fix the Level-3 issues opened by you or your customers. Admin hours are provided for plans that doesn't have Level-3 support. Additional admin hours can be purchased using our Hourly Administration plan.
In Level-1 we provides basic support and troubleshooting, such as password resets, email account creation, installation of CMS packages like WordPress, Joomla etc, server configurations that can be done from control panels, fixing issues that are already documented, ticket routing and escalation to Level-2 and Level-3 support. Level-1 technicians have experience of less than 1 [...]
The primary difference is in their professional experience and skill sets in remote infrastructure management and customer support industry. In general, L1 technicians have 1-2 years of experience, L2 technicians have 2-4 years of experience and L3 technicians have 3+ years of experience and have excellent performance record in server administration.