Here is a presentation about Paradiso Solutions LMS Support Levels

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Paradiso Solutions Technical
Support Process OverView

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About Paradiso
• In Business since 2007, based in Silicon
Valley
• Experts in LMS Software and Content
Creation
• Clients in Education and Corporate
Sector
• Strong management team with many
years of experience in Silicon Valley

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Support Staff
• Staff with many years of Project
Management Experience
• Technical and Management
Training
• Over-communicators
• Passion for Success

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LMS Support Overview
Our LMS Support Experts will:
• Answer questions relating to LMS use.
• Advise on the effective use of your eLearning
Platform.
• Troubleshoot LMS problems and issues.
• Advise on best practice for LMS.
• Resolve any LMS issues.

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Levels of Support / Level 1
Tier/Level 1
This is the initial support level responsible for basic
customer issues. It is synonymous with first-line
support, end user support, level 1 support, front-end
support, or support line 1. Because Tier 1 support
issues are basic in nature they are normally handled by
an onsite system admin but if there is the need Paradiso
Solutions can also provide Tier 1 Support. These issues
are normally not very difficult or very technical.
An example of Tier 1 Support are LMS issues related to
login, lost passwords, and incorrect permissions.

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Levels of Support / Level 2
Tier/Level 2
Tier 2 Support is more in-depth and technical than Tier
I and therefore requires a higher overhead as the
technicians are more experienced and knowledgeable
about the particular product or service at hand. Tier 2
Support is synonymous with level 2 support, support
line 2, administrative level support, and various other
headings denoting advanced technical troubleshooting
and analysis methods.
An example of Tier 2 Support are bug fixes and
patches, customizations and theme work

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Levels of Support / Level 1
Tier/Level 3 (T3/L3)
This is the highest level of support in a three-tiered
technical support model responsible for handling the
most difficult, advanced or very urgent
problems. Tier 3 Support concerns only the most
severe technical issues which have a direct impact
on your organization and our level 3 support staff
are responsible for working around the clock or well
into the weekend until the problem is resolved.
An example of Tier 3 Support issues are backup
issues, system crashes, virus attacks, extremely slow
or unusable system.

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Tools Used
• Ticketing Form
• Support by Phone
• Support by Online Chat
• Support by Emails
• Support via WebEx
Ticket Management System to keep
documentation on all the tickets and to
keep Project Management Application
similar to BaseCamp.

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Support by Phone
Do you need technical help? Do you need
guidance regarding technical issues? We want to
hear from you, call us at +1 800 513 5902 and
our experts will be happy to help you.

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Support by Online Chat
Do you want to Chat with us? Visit our website at
www.paradisosolutions.com and drop us a line
on our Online chat, we are online throughout the
day and you can chat with our experts live. We
will be happy to answer your questions.

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Support by E-mail
You can always reach us at sales@paradisosolutio
ns.com, we will get back to you ASAP And direct y
our inquiries to our support team.

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Support via Webex
Want to walk us through your problem? No
problem, we can do a Webex screen share
support meeting and our experts will understand
and solve your problems via Webex.

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Support Ticket Form
Support Ticket Form

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Ticketing System Overview for Project
Managers and Admins on Client Side

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Overview of Tickets

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Ticket Communication via Email or
Ticketing System Integrated

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Team Overview

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Tasklist

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Time Tracking for Billing and
Transparency

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TimeDoctor Screenshots to see what is
being worked on Anytime time of the day

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TimeDoctor Weekly Report

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TimeDoctor Daily Report

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Contact Us!
http://www.linkedin.com/company/paradiso-solutions
www.ParadisoSolutions.com
+1 800 513 5902
info_paradiso
info@paradisosolutions.com