Tiered support is a real operational split, and outsourcing decisions should follow that split.
What L1 covers
Direct answer: L1 (frontline) handles high-volume, pattern-matched tickets. A mature L1 operation resolves 70-80% of volume at first touch.
What L2 covers
L2 (advanced) handles genuine technical diagnosis and edge-case troubleshooting — lower volume, higher complexity.
Why the decision isn't all-or-nothing
L1 outsources cleanly — volume-driven and process-based. L2 is more careful — it often benefits from proximity to engineering.
The warm-escalation model
Whether L2 is internal or outsourced, the handoff needs full context transferred — not a cold handoff that makes the customer re-explain.
Frequently asked questions
70-80% first-touch resolution is a reasonable benchmark.
Not inherently, but it requires real technical depth and a fast escalation path.