Tiered support is a methodology commonly practiced by any institution that proffers customer service. When a customer calls in, they’re connected to a tech who can offer basic advice. If that tech cannot resolve the issue, the customer’s call is transferred to the next tier of techs that know more than the last. Rinse, repeat, until the customer is passed on to the tech that eventually solves the problem.
This is a horrible practice, and I know you already agree with me.