When something goes wrong with a software platform, every minute matters. Employees stop working. Managers start worrying. And the search for answers begins. At Skyllful, we built our support model around one clear goal: get the right help to the right person as fast as possible.
That is where our Tiered Support Structure comes in.
What Is a Tiered Support Model?
A tiered support model organizes help into levels. Each level handles a specific kind of issue. Lower tiers solve simple problems quickly. Higher tiers step in when the issue is more complex. This structure keeps things moving without overwhelming any one team.
Skyllful uses four tiers. Here is how each one works.
Tier 1: The Learner Takes the First Step
When a learner runs into a problem, the first step is self-service. This includes basic actions like refreshing the page, logging out and back in, retrying a lesson or simulator, checking their internet connection, or confirming that their device and browser are compatible with the platform.
Most issues get resolved right here. Simple fixes, fast results.
Tier 2: Internal Support Steps In
If a learner cannot solve the problem on their own, the next step is internal. Facilitators, super users, and learner managers are trained to handle Tier 2 issues. Their focus includes user access, assignment access, login and single sign-on (SSO) issues, basic software operation, and questions about Skyllful training content.
This tier keeps common problems inside your organization, where the people who know your team best can address them directly.
Tier 3: Skyllful's CX Team Gets Involved
When the issue goes beyond basic troubleshooting, the Customer Designated Internal Support Partner opens a case with Skyllful's Customer Experience team. Tier 3 covers more technical territory: lesson performance, data and analytics issues, platform configuration, maintenance coordination, and HTML or screenshot troubleshooting.
This is where Skyllful's expertise becomes a direct extension of your team.
Tier 4: Advanced Technical Support
The most complex issues, those involving system performance, platform bugs, or backend and infrastructure defects, are handled by Skyllful's Advanced Technical Support team. These are the engineers and specialists who go deep into the platform to find and fix what is broken.
Tier 4 exists because some problems require more than guidance. They require expertise at the source.
Why This Structure Matters
Support models are not just about fixing problems. They are about trust. When your team knows that there is a clear path from a simple login issue to a backend bug, they feel confident. They know someone has their back, no matter the size of the issue.
Skyllful's tiered model is designed to protect your operations, reduce downtime, and keep your frontline teams moving forward. Because the goal has never been to just respond to issues. The goal is to ensure your people stay ready and equipped to do their best work.
When support is structured, resolution is faster. And when resolution is faster, your business keeps moving.
Skyllful delivers responsive, expert-level Tier 2 and Tier 3 troubleshooting and resolution for platform-related issues. To learn more about how Skyllful supports your team, visit skyllful.com.