First-Level Support
سطح اول پشتیبانی
User support unit serving as first contact for all user groups with any kinds of information processing problems. It may consist, for example, of a central 24-h-hotline (service desk) that is responsible for the management of user accounts and first troubleshooting, or of decentralized information processing staff. When the first-level support cannot solve the problems, it hands them over to the second-level support.