> For the complete documentation index, see [llms.txt](https://docs.skyone.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.skyone.cloud/english/skyone-studio/support-case-severity-levels.md).

# Support - Case Severity Levels

**Skyone Studio** offers clients dedicated support structured into three distinct levels (L1, L2, and L3), ensuring comprehensive and specialized assistance to meet users' diverse needs. 

{% hint style="info" %}
To create a support ticket, go to <https://console.skyone.cloud/>.

Access is granted to all pre-registered users. If you are not registered, please contact your Skyone account representative. Read more about [request support](/english/skyone-console/support-cases.md).
{% endhint %}

Below is a detailed description of each support level:

### **Level 1 (L1) – Initial Screening and Ticket Routing**

This is the first point of contact with support, responsible for screening and performing a preliminary analysis of tickets. The team conducts an initial assessment of the issue, provides basic guidance, and forwards the necessary documentation for further support.

### **Level 2 (L2) – Detailed Analysis and Action Execution**

Tickets that require a more in-depth diagnosis are escalated to Level 2 (L2), where specialists perform a detailed technical analysis and take specific actions within the product's workflows and operational processes. This level is focused on resolving complex issues that could not be addressed at Level 1 (L1).

### **Level 3 (L3) – Bug Fixes and Feature Development**

Tickets involving critical failures (bugs) or requests for enhancements and new features are handled at Level 3 (L3). At this level, the technical team works directly with the product’s code and architecture, fixing issues or implementing improvements to ensure the system’s continuous evolution.

{% hint style="info" %}
The severity level can be reclassified by the Skyone Support Team if the original classification does not meet the requirements.
{% endhint %}


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