The technical support provided by Linx IT Solutions for both Retailware and Phomas is 2nd line technical support.

First-line support and second-line support are terms that are often used in the IT industry.

First-line support is the first line of support that a customer or user receives. This level of support is usually focused on resolving issues that can be resolved quickly, such as resetting passwords, troubleshooting software installations, and answering general questions about software or hardware. If the issue can’t be resolved by first-line support, the ticket is passed on to second-line support.

Second-line support is more specialized and can solve more complex problems that require more time and expertise. This level of support relates to the specific software applications, especially certain functionality that is either not available or does not function as expected. Lin IT Solutions has a standard SLA with regard to its technical support.