All about Third Tier Support for IT Pros

Third Tier is a business that contracts with highly skilled IT Professional in the Microsoft stack and makes them available to you in small increments. We can help you with a project or fix a problem. If the problem is within the Microsoft stack then it is highly likely that we can help you.

We can help you tackle a project, do the whole project for you, do a server migration, setup and configure or just about anything else that doesn’t involve working with your desktop users directly. Cloud or on-premises we can help. We’re not interested in working with your customers. We’re here to help our fellow IT professionals get the job done.

What we don’t do

We do not provide emergency support. Instead we offer to schedule a time with you to work on the issue or project.

How our support works and what is costs

In the top menu, choose Open a Ticket. This will take you into our store where you can purchase a ticket which entitles you to 1 hour of support. This is the minimum entry fee. Should the tech spend more time working with you on your issue then they will ask you to purchase additional time. Our rates are $200 per hour and are billed in 15 increments after the first hour.

Once your ticket is open, you’ll provide us with as much information as possible so we don’t have to waste time reinventing what you may have already tried. We like to be as efficient as possible. Our techs will be notified that your ticket has arrived and one of them will determine that it fits their area of expertise and they will pick up the ticket. We make no SLA commitment, but generally your ticket will have some acknowledgement within 2 hours during USA business hours. Your tech will communicate with you via email so be sure to white list our domain, thirdtier.net. They may ask you for remote access, or to communicate over the phone, skype or teams to facilitate the resolution of your ticket. Our ticket system is email based so all of the history and documentation of your ticket will be kept in that system.

Once the issue has been resolved, and payment is all squared up, the ticket will be closed.

Conflict resolution

Occasionally, someone opens a ticket but then resolves the problem themselves. In that case we will refund your deposit. Occasionally, we are not able to resolve the issue and we instead have to recommend that you seek vendor support. In that case, if no work was done on our part, we will refund your deposit.

You’ll find that we’re very reasonable people to work with.