# Support Operations Glossary

> How technical support teams triage, staff, and route customer issues.

Canonical: https://www.decimal.app/glossary/support-operations · Last reviewed: 2026-09-23

## Questions

- [How should technical support tickets be triaged?](https://www.decimal.app/glossary/support-operations/how-to-triage-technical-support-tickets)
- [What's the difference between L1, L2, and L3 support?](https://www.decimal.app/glossary/support-operations/difference-between-l1-l2-and-l3-support)
- [How can a small team provide 24/7 technical support?](https://www.decimal.app/glossary/support-operations/how-to-provide-24-7-technical-support)

## Terms

- [Backlog](https://www.decimal.app/glossary/backlog): Open tickets waiting on someone, and the clearest early sign a team is underwater.
- [Follow-the-Sun Support](https://www.decimal.app/glossary/follow-the-sun): Passing open tickets between teams in different time zones for 24-hour coverage.
- [Handoff](https://www.decimal.app/glossary/handoff): Passing ownership of a ticket from one person or team to another.
- [Priority](https://www.decimal.app/glossary/priority): How soon a ticket should be worked, relative to everything else.
- [Queue](https://www.decimal.app/glossary/queue): A list of tickets waiting to be picked up by a team or agent.
- [Service Level Agreement (SLA)](https://www.decimal.app/glossary/sla): A contractual commitment on response or resolution times.
- [Status Page](https://www.decimal.app/glossary/status-page): A public page reporting current service health and active incidents.
- [Swarming](https://www.decimal.app/glossary/swarming): Pulling the right experts onto a hard ticket together instead of passing it up tiers.
- [Technical Support](https://www.decimal.app/glossary/technical-support): Support for products where answers depend on code, config, and system behavior.
- [Support Engineer](https://www.decimal.app/glossary/support-engineer): A support role that investigates technical issues with engineering-level skills.
- [Ticket Routing](https://www.decimal.app/glossary/ticket-routing): Automatically sending each ticket to the right queue, team, or person.
- [Ticket Triage](https://www.decimal.app/glossary/ticket-triage): Sorting incoming tickets by type, urgency, and owner before work begins.
- [Tiered Support (L1, L2, L3)](https://www.decimal.app/glossary/tiered-support): A support structure where harder issues move up through levels of expertise.

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