Answer Posted / deepak

L1 & L2 Support are two primary level of Customer Support.
The First level support of L1 is for trying to resolve issue which are based on first level knowledge on FAQ and primaryly non technical in nature. Once L1 Team is not able to resolve in the first hand then it is escalated to L2 which are having adequate knowledge on the system of whatever technologies they are working upon. Gradually if the issues are not resolved the n it can grow up to multiple levels finaly they are moved to the development team which has build their customization and the necessary changes are done and the issues are resolved.

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