Level 1 Support is offered by the client directly to their product’s Users

Ember is not involved in this process.

For example:

Level 2 Support is offered by Ember on tickets that cannot be resolved at Level 1

Level 3 Support is offered by Ember and handles tickets that cannot be resolved at levels 1 and 2.

Typically a Senior Engineer/s who either understands the product, or who is the most appropriate individual with the skills required to resolve the ticket.

For example: