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The support is hierarchically divided. A three speed system is in most cases used:

The First level support is first approach place for all detailed support questions. A goal is the fast loosening of large a number of problems as possible, which is made possible by help of knowledge data bases. If the problem is not solved here, the Second level support enters into force.

The Second level support supports the roofridge level support, by assumption of more complex inquiries. To make newly compiled solutions if necessary in knowledge data bases in-maintained around the knowledge for the roofridge level support usable. If the complexity of an inquiry exceeds the know-how or the technical possibilities of the Second level support, then this is passed on to the Third level support (escalated).

The Third level support places so the highest escalation stage within a support organization. Often here also specialists software of the manufacturer are used directly.