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34-474: HTML5test.com is a discontinued web app for evaluating a web browser 's implementation some of common web standards , including HTML5 , Web SQL Database , Scalable Vector Graphics (SVG), and WebGL . The test suite was developed by Dutch web programmer Niels Leenheer, and published in March 2010. The app returns an integer score out of a possible 555 points. The point total has changed multiple times through

68-414: A web server . There are several different tier systems that web applications use to communicate between the web browsers, the client interface, and server data. Each system has their own uses as they function in different ways. However, there are many security risks that developers must be aware of during development; proper measures to protect user data is vital. Web applications are often constructed with

102-422: A basic to general understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal for this group is to handle 70–80% of the user problems before finding it necessary to escalate the issue to a higher level. Tier II (or Level 2, abbreviated as T2 or L2 ) is a more in-depth technical support level than Tier I and therefore costs more as

136-475: A browser's HTML5 conformance. The test scope of HTML5Test.com and the test scope of Acid3 are mutually exclusive. Web app A web application (or web app ) is application software that is created with web technologies and runs via a web browser . Web applications emerged during the late 1990s and allowed for the server to dynamically build a response to the request, in contrast to static web pages . Web applications are commonly distributed via

170-437: A challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations or replacement of various hardware components, software repair, diagnostic testing, or the utilization of remote control tools to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem. Tier III (or Level 3, abbreviated as T3 or L3)

204-441: A development team to focus on the parts of their application which are unique to their goals without having to resolve common development issues such as user management. In addition, there is potential for the development of applications on Internet operating systems , although currently there are not many viable platforms that fit this model. Technical support With the increasing use of technology in modern times, there

238-434: A multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians ' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around

272-648: A test case environment, and implementing the best solution to the problem. While not universally used, a fourth level often represents an escalation point beyond the organization. L4 support is generally a hardware or software vendor. A common scam typically involves a cold caller claiming to be from a technical support department of a company like Microsoft . Such cold calls are often made from call centers based in India to users in English-speaking countries , although increasingly these scams operate within

306-403: A three-tiered technical support system. Remote computer repair is a method for troubleshooting software related problems via remote desktop connections. Tier I (or Level 1, abbreviated as T1 or L1) is the first technical support level. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out

340-421: A web browser tab but later can run completely offline and can be launched without entering the app URL in the browser. Traditional PC applications are typically single-tiered, residing solely on the client machine. In contrast, web applications inherently facilitate a multi-tiered architecture. Though many variations are possible, the most common structure is the three-tiered application. In its most common form,

374-659: Is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers). For businesses needing to provide technical support, outsourcing allows them to maintain high availability of service. Such need may result from peaks in call volumes during

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408-439: Is broken down into a more fine-grained model. Another benefit would be to add an integration tier, which separates the data tier and provides an easy-to-use interface to access the data. For example, the client data would be accessed by calling a "list_clients()" function instead of making an SQL query directly against the client table on the database. This allows the underlying database to be replaced without making any change to

442-468: Is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with

476-461: The support cost and decreasing productivity . Additionally, both the client and server components of the application were bound tightly to a particular computer architecture and operating system , which made porting them to other systems prohibitively expensive for all but the largest applications. Later, in 1995, Netscape introduced the client-side scripting language called JavaScript , which allowed programmers to add dynamic elements to

510-471: The Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer's contact information so that the technician can have adequate time to troubleshoot the issue and find a solution. It is typical for a developer or someone who knows the code or backend of

544-439: The application was shared between code on the server and code installed on each client locally. In other words, an application had its own pre-compiled client program which served as its user interface and had to be separately installed on each user's personal computer . An upgrade to the server-side code of the application would typically also require an upgrade to the client-side code installed on each user workstation, adding to

578-606: The browser's support for Web storage , the W3C Geolocation API , HTML5-specific HTML elements (including the canvas element ), and other features. It does not evaluate a browser's conformance to other web standards, such as Cascading Style Sheets , ECMAScript , or the Document Object Model . Conformance testing for those standards is within the purview of Acid3 , an automated test published by Ian Hickson in 2008. Similarly, Acid3 does not evaluate

612-473: The day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed

646-416: The development process. This includes processes for authentication, authorization, asset handling, input, and logging and auditing. Building security into the applications from the beginning is sometimes more effective and less disruptive in the long run. Writing web applications is simplified with the use of web application frameworks . These frameworks facilitate rapid application development by allowing

680-411: The early 2000s, applications such as " Myspace (2003), Gmail (2004), Digg (2004), [and] Google Maps (2005)," started to make their client sides more and more interactive. A web page script is able to contact the server for storing/retrieving data without downloading an entire web page. The practice became known as Ajax in 2005. In earlier computing models like client-server, the processing load for

714-462: The evolution of the software. Leenheer introduced the present scoring system as part of a major redesign of the test introduced in November 2013. On 9 January 2024, Leenheer announced a problem with app's server and added that he has no incentives to work on it anymore. Since then third-party mirrors have been set up at html5test .co and html5test .opensuse .org . HTML5Test.com evaluates

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748-425: The other tiers. There are some who view a web application as a two-tier architecture. This can be a "smart" client that performs all the work and queries a "dumb" server, or a "dumb" client that relies on a "smart" server. The client would handle the presentation tier, the server would have the database (storage tier), and the business logic (application tier) would be on one of them or on both. While this increases

782-427: The product, to be the Tier 3 support person. In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in

816-433: The research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that

850-469: The scalability of the applications and separates the display and the database, it still does not allow for true specialization of layers, so most applications will outgrow this model. Security breaches on these kinds of applications are a major concern because it can involve both enterprise information and private customer data. Protecting these assets is an important part of any web application, and there are some key operational areas that must be included in

884-427: The scope of the business, thus providing a higher level of technical support to their employees. Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or users. The reason for providing

918-456: The technician to prioritize the troubleshooting process and properly manage their time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for elevating this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of

952-450: The technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support , support line 2 , administrative level support , and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming

986-439: The three tiers are called presentation , application and storage . The first tier, presentation, refers to a web browser itself. The second tier refers to any engine using dynamic web content technology (such as ASP , CGI , ColdFusion , Dart , JSP/Java , Node.js , PHP , Python or Ruby on Rails ). The third tier refers to a database that stores data and determines the structure of a user interface. Essentially, when using

1020-410: The three-tiered system, the web browser sends requests to the engine, which then services them by making queries and updates against the database and generates a user interface. The 3-tier solution may fall short when dealing with more complex applications, and may need to be replaced with the n-tiered approach; the greatest benefit of which is how business logic (which resides on the application tier)

1054-846: The underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem." Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications , verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have

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1088-679: The use of a web application framework . Single-page and progressive are two approaches for a website to seem more like a native app. The concept of a "web application" was first introduced in the Java language in the Servlet Specification version 2.2, which was released in 1999. At that time, both JavaScript and XML had already been developed, but the XMLHttpRequest object had only been recently introduced on Internet Explorer 5 as an ActiveX object. Beginning around

1122-502: The user interface that ran on the client side. Essentially, instead of sending data to the server in order to generate an entire web page, the embedded scripts of the downloaded page can perform various tasks such as input validation or showing/hiding parts of the page. " Progressive web apps ", the term coined by designer Frances Berriman and Google Chrome engineer Alex Russell in 2015, refers to apps taking advantage of new features supported by modern browsers, which initially run inside

1156-430: The validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows

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