Level One Support

The level one support team handles problems as follows:

If the problem appears to be caused by CA Top Secret internals, the technician determines if corrective maintenance tapes have been distributed. If the maintenance tapes have been distributed, the analyst asks the customer to apply the maintenance. If no fix exists, the problem is escalated to the level two support team for further examination.
If the problem appears to be caused by customer setup, then the technician attempts to help the customer diagnose and resolve the error. The technician asks many of the same questions that were asked by the Phase 2 procedures.
Before escalating a problem to level two support, the level one technician ensures that the customer has prepared information as documented in this guide.
If a client calls asking for the status of a case, any technician can offer assistance provided the client has a contact number. The customer should specify that he or she merely wants the status of a particular case.