> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/support-and-escalation/support-service-definitions.md). # Support service definitions Understand customer self-service, partner L1 and L2 Intermediate investigation, and AnywhereNow L2 Advanced and L3 Expert escalation. Use these investigation levels with [Support responsibilities](/operate/support-and-escalation/support-responsibilities.md) and the applicable support agreement. The levels describe investigation and handoff responsibilities, not permission to access customer tenants or hosted back-end systems. ## Customer self-service Customer self-service covers functional configuration, maintenance, current configuration documentation and backups, and initial investigation. Customers can delegate these tasks to a trusted third party. Before escalating: * Record the issue, expected and actual behavior, errors, reproduction steps, and a timestamped dialogue example. * Describe the affected functionality, frequency, business impact, and urgency. * Check relevant customer-side dependencies, such as Teams, SharePoint, Azure, connectivity, SBCs, firewalls, VPNs, and endpoint protection. * Review recent changes, configuration guidance, supported bundle and client compatibility, and documented solutions. * Keep credentials and configuration backups under the organization's approved handling process. The customer self-service requirements include at least one certified customer support engineer. Escalate when no solution is found in the customer environment, configuration, or self-service resources. Use the contact route for the customer's support model. ## Partner L1 Basic support L1 handles general inquiries, basic troubleshooting, configuration assistance, and documented fixes or workarounds. Typical work includes: * Categorize the case by product, functionality, severity, and impact. * Acknowledge the request and check whether the supplied information is sufficient. * Eliminate basic client or hardware causes and check bundle compatibility. * Inspect UCC health in OnePortal and use documented checks or maintenance actions within the operator's permissions. * Record the scenario, reproduction steps, evidence, expected and actual results, and all checks performed. Staff submitting cases must be certified for their support level. Escalate when a solution is not documented or the documented solution does not work. Carry the completed investigation into the next level rather than restarting the case without evidence. ## Partner L2 Intermediate support L2 Intermediate investigates more complex deployment and configuration issues. The investigation distinguishes customer-tenant, configuration, and Dialogue Cloud causes. Typical work includes: * Reproduce the issue in an L2 test environment where possible. * Review configuration and the supplied dialogue examples. * Analyze available UCC logs, compare successful and failed events, and isolate the components involved. * Document findings, actions taken, and any customer-side prevention measures. Use OnePortal, applicable reporting tools, HAR files, and other evidence available for the environment. A tool listed for investigation does not imply that every deployment includes it or that the operator can access hosted logs. Follow [Diagnostics and logs](/operate/monitor-and-troubleshoot/diagnostics-logs.md#hosted-cloud-log-collection) when evidence is inaccessible. Staff submitting cases must be certified for their support level. Escalation criteria include: * No solution found in the customer environment. * No solution found in the configuration. * Root cause not identified using intermediate troubleshooting tools, including OnePortal and available UCC logs. Provide a clear scenario, the complete analysis already performed, and the [incident evidence](/operate/support-and-escalation/incident-reporting.md). Escalate if the root cause remains unknown after this investigation. ## AnywhereNow L2 Advanced and L3 Expert support AnywhereNow handles complex issues requiring advanced infrastructure or software investigation that cannot be resolved through configuration or standard troubleshooting. This includes isolating affected components, advanced investigation and reproduction, cloud-infrastructure incident coordination, software-defect analysis, reporting problems to Development, and documenting known errors and workarounds. Assistance with a cause outside Dialogue Cloud is best-effort consultancy. This level's infrastructure access and specialist tools do not grant equivalent access to customers or partners. ## Submit the handoff Use [File a support case](/operate/support-and-escalation/case-filing.md) and the authorized route for the customer's support model. Include the scenario, business impact, timestamps, reproduction steps, prior checks, results, and available evidence. These investigation criteria do not override agreement-specific entitlements, severity classification, approval requirements, or the responsibility tables. For P1 follow-up, use the urgent contact route provided under the applicable support arrangement. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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