Customer support / Free editable template

Support tier model from self-service to tier 3 template

A support tier model shows who handles what and why most contacts should never reach the top. This example stacks four tiers as a pyramid, with self-service at the base and engineering at the top. The width of each tier shows its share of contacts, each tier lists its cost per contact and what it handles, and red arrows give the rule for escalating up a tier.

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Support tier model from self-service to tier 3 example showing four tiers sized by share of contacts, cost per contact and scope per tier, escalation rules between tiers
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Count your contacts

    Work out what share of contacts each tier handles today and what each one costs.

  2. Write the scope

    List what each tier owns and the tools it has, so agents know when a contact is theirs to solve.

  3. Set the escalation rules

    Agree a clear test for moving up a tier, such as time spent or a missing knowledge article.

Questions about this template

What does the width of each tier show?

Width shows each tier's share of contacts, so the wide base is self-service and the narrow top is engineering. Resize the bands to match your own figures.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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