the increasing use of technology in current times, the demand for technical support is growing. To help with finances, many companies establish their tech support units or call centres in low-cost countries. There is also an increase in the number of companies that provide outsourced tech support. These companies are commonly referred to as managed service providers. For many companies, using outsourced tech support allows them to offer technical support and maintain a high level of service availability. 

To provide better service to a business or user base, there can be multiple levels of technical support. How many levels a company uses depends on its unique requirements and its capacity to serve its users. To provide the best possible service, a multi-level support system is often more helpful than a single support level. The success of organisational structure depends on the staff's knowledge of their duties and commitments, their user response time and knowing when and how to escalate an issue. A three-level tech support system is generally considered to be the standard support structure.