Difference between 1st and 2nd line support
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Difference between 1st and 2nd line support

What is 1st line support?

1st Line Support is available for our Revenue Share partners. In this model, our support team directly interacts with your end customers. When a customer has a question or issue, they contact us directly, and we provide them with immediate assistance.

This ensures a quick and direct resolution, as our support is in direct communication with end user.

What is 2nd line support?

2nd Line Support is available for our White label partners and involves indirect communication. In this model, user creates a support ticket with their hosting company. The hosting company reviews ticket and forwards it to our support team. We then respond to hosting company, which relays our response to end customer.

This method avoids direct contact between our support team and end customer, maintaining hosting company's brand consistency.

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