Simreka’s multi-tiered support structure ensures that users receive timely assistance based on the complexity and urgency of their issues. L0 offers instant self-help options, while L1 provides quick resolutions for basic issues.
For more complex problems, L2 offers deeper technical expertise, and L3 support addresses critical issues with the help of the engineering and development teams. This approach ensures that Simreka’s customers can efficiently resolve their problems and maximize their use of the AI-powered simulation software.
| Support Level | Overview | Responsibilities | Common Issues Addressed | Response Time | Resolution Goal |
| L0 Support | Self-service support through knowledge bases, FAQs. | - Provide instant access to guides, FAQs, and video tutorials. | - How-to questions. - Basic setup and configuration help. - Common troubleshooting for minor issues. |
Instantaneous (self-service) | Self-service, no direct resolution time. |
| L1 Support | Basic human support for general inquiries and simple troubleshooting. | - Handle general product-related questions. - Basic troubleshooting for non-critical issues. - Assist with login issues and account management. - Escalate complex issues to L2. |
- Password resets and account access issues. - Installation problems. - Minor bugs or UI issues. |
Within 4 hours | 24 hours for common, non-critical issues. |
| L2 Support | Advanced technical support for more complex, escalated issues. | - Investigate and resolve technical issues related to system functionality. - Debug software issues, handle performance optimization, and API integration errors. - Escalate unresolved issues to L3. |
- Software bugs affecting performance. - Complex data sets or simulation crashes. - API or integration failures. |
Within 8 hours | 72 hours for non-critical issues. |
| L3 Support | Expert-level support for critical, complex issues requiring engineering or development work. | - Investigate critical bugs, security issues, or system failures. - Develop patches, hotfixes, or updates. - Perform custom feature development and root cause analysis. |
- Critical software bugs requiring code changes. - Security vulnerabilities. - Performance tuning for large-scale simulations. |
Within 12 hours for critical issues | Varies based on issue complexity, hotfixes or patches typically within 5 business days. |