MAINTENANCE & SUPPORT

 Meiji Engineering Solutions Group's first- and second-level maintenance support are part of a tiered system that our customers use to resolve issues  quickly and efficiently. The key difference  between the two levels lies in the complexity of the tasks and the expertise required to handle them. 

 First-level support is the initial point of contact for an issue. The goal is to solve the issue on the first contact to keep operations running smoothly .

This level, also known as Level 1 (L1), focuses on resolving basic, routine problems with minimal technical expertise., such as 

• Routine tasks: Checking fluid levels, lubricating moving parts, or performing basic cleaning of equipment to prevent buildup.
• Simple IT issues: Helping a user reset their password, troubleshooting a printer that's offline, or guiding an employee through a software installation.
• Visual inspections: An operator noticing a loose cable or a blinking error light and making a simple, non-invasive fix.
• Basic troubleshooting: Following a pre-defined checklist to diagnose a simple error code on a machine or a software application.

 Second-level support (L2) handles issues that are too complex for first-level support to resolve.  Issues are typically escalated to this team after first-level support has tried and failed to find a solution.  This level requires more specialized technical knowledge and often involves in-depth diagnosis and more advanced tools, such as 

• Advanced troubleshooting: Diagnosing and fixing a complex software bug, a compatibility issue between applications, or a network connectivity problem that requires checking server logs.
• Hardware and component repair: Replacing a defective part in a machine, repairing a malfunctioning circuit board, or performing a detailed re-calibration of equipment.
• Data and system issues: Restoring data from a backup after a system crash, or resolving a database error that's preventing an application from functioning.
• Specialized tasks: Performing a major tune-up on a machine, or working with a vendor's technical support team to address an issue that requires a specific patch or repair.