in the 2nd level support a message about a fault or a problem of a customer is received by the 1st level support adopted . In the context of SAP Business One, the second level of support refers to a higher level of technical support provided by experienced or specialised support engineers who have a deeper understanding of the software. If problems cannot be solved by first level support, which normally consists of helpdesk or customer service staff, this support is utilised.
If an immediate solution through the 2nd level support not possible, the process is forwarded to the 3rd level support forwarded.
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