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    • What is the 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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    AI Website Builder For Resellers

    What is the 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.

    People also found this article using these queries:

    • Difference between first line support and second line support
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    • Why first line support gives faster responses to customers?
    • I need details on how white label partners relay tickets
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    • Clarifying how brand consistency is preserved in second line support
    • I can’t determine who should answer my user’s technical question
    • How does the support workflow change between business models?
    • Why my user cannot contact support directly in white label mode?
    • Understanding the ticket flow from customer to support team
    • I need to compare direct handling vs forwarded handling of issues
    • Why indirect communication may delay customer assistance?
    • How to troubleshoot when support replies go through two parties?
    • Explaining when hosting company must step between user and support
    • I need to know which support level my partnership plan includes
    • We have a customer who want to contact you directly for questions related to the builder. Can he email you?