Our help desk is based on a three-level escalation approach.

1. At the first level the end-user finds local procedural assistance on the system and the way to handle it when stuck for whatever reason.
2. If the first level support is unable to find a solution the call escalates, either to the Field Service if an intervention on-site is necessary, or to the second level of support, involving a product specialist and possibly the use of remote diagnostics and repair tools.
3. In the extremely rare case that this intervention still fails, a work-around is proposed, and the third level of support comes into play, in general our international Centre of Competence, responsible for the product under consideration.