Thursday 10 September 2020

IT support companies | Technical Support Services

 

application support is no less important than planning and application development, especially when it comes to mission-critical or customer-facing applications. I see more and more medium and large companies looking for professional support for their internal applications to ensure the continuity of critical business operations and for customer-facing applications - to retain the trust of their customers and the company's reputation. They also want to keep the applications relevant to business needs and in line with business growth strategies to remain competitive.

 

All these requirements are well covered by the support application is sufficient. In this article, I will show you how to choose among a variety of scenarios support and application support structure needs high-level application support you to be a model to work.

 

 

 

 

 

Determine the composition of the support team

The first step is to determine what you actually need in your support team.

 

User support staff (support L1). They answer common questions about using the software and provide clues to solve simple problems, such as login problem, reinstall the software, check the hardware configuration. L1 support agents usually solve the problem either verbally walk users through a resolution or through remote desktop capabilities.

 

The support staff is also the first point of contact for all incoming support inquiries. They sign up for a user problem, gather a comprehensive description of them, prioritize, and increased demand for advanced technical support.

 

Technical support staff (support L2) deals with more sophisticated problem which requires the introduction of minor changes to the application, such as configuration problems, account administration, services restart. They also can perform monitoring activities to proactively fix application slowdowns and failures evolve before they are detected by end users. Technical support can be provided only by specialists with a deep understanding of supported software that will investigate the application log to solve the problems listed.

 

Software engineer (support L3) address the complex issues in code and database level, providing hot fixes and minor enhancements for supported applications.

 

Support focus can be shifted depending on the context and nature of applications. If the internal software company, you tend to have a more technical request, so the L2 and L3 support should win. And if that customer-facing application, more attention should be given to the general user support and guidance in support of L1.

Not Ready to Manage Support Team In-House?

ScienceSoft offers professional support at all levels to help you improve the satisfaction of your employees, business partners and clients with a smooth digital experience.

 

SUPPORT MY APP

Specify the channel to be used for support requests

The support team can receive inquiries and tickets via:

 

Email Contact.

Ticketing system / case tracking system.

Embedded live chat.

Instant messaging.

Social network.

Customers (employees) Portal.

Contact phone (mostly for emergencies).

When you settle on where to support your user base the the decision on three pillars - channel availability, user preferences, and trends of your industry. Also, take into account that when covering more channels are more convenient for users, it may require more work on your support team and lowers their efficiency.

 

Determine the support team's schedule

Your support team can be available 24x7, 24x5, 12x5, 12x7, 8x5. Schedule team support is largely dependent on the type of application. For mission-critical internal systems, 24x7 support and monitoring is the preferred choice. Around-the-clock availability of support is also required for external applications, the downtime can incur substantial financial or reputational damage, for example, large e-commerce solutions or online banking services. In other cases, support during business hours is good save cost option.

 

Determine the model employs - in-house or outsourced

You can build a team of support all levels of in-house by the transfer and improve the skills of staff or hiring new people. If not, you can work with vendor support will assume full responsibility for the regulation and management support, quality of results (in accordance with the agreed KPI) and the associated risks. If you do not have the experience or time to build and coordinate the complex process support or do not have the skills needed in the home, this option deserves your attention. Here is a quick list to choose a good outsourcing partner to support the application. A reliable vendor should ensure:

 Also Read: IT Support Company in New York long-term commitment.

On-demand scalability.

Established security.

Cooperation terms of flexibility.

Structured, customized communications.

Special skills in the board if required (knowledge of finance, eHealth, industrial and scientific applications, transactional applications, etc.).

Determine the choice of Outsourcing

Onshore vs. offshore outsourcing

Offshore option is often considered more cost effective. But such cooperation can be prone to problems of communication, time zone differences, language and cultural gaps and implies legal issues. For you to avoid these risks and optimize the cost of your support, we have compared some interesting directions offshore outsourcing in our recent article.

 

Serba or partial Outsourcing

You can opt for the all-round support of the application or partial outsourcing depending on the availability of resources in your home and readiness to establish and support the process of managing a team. For example partial support outsourcing, I can mention the case where ScienceSoft provides clients assistance with advanced problem resolution (L2, L3 support), while the user support team (L1 support) are located on the side of the Customer.

 


One vs multi-vendor outsourcing vendor

Multi-vendor outsourcing is particularly relevant for large companies that outsource support heterogeneous applications. You can also independently outsourced support level is different from the one application.

 Read Also: Technical Support Company in India 

Multi-vendor outsourcing makes it possible to achieve greater technology choice, avoiding vendor lock-in, reduce price risk and take advantage of vendor-specific specialization. However, if you decide to outsource applications or standalone applications support level, make sure your vendor will be able to fluently communicate and work together on a resolution of the case. If not, you may experience a significant delay in the resolution of cases and deterioration of quality of repair are provided. Go for smooth business operations and solid reputation

An accurately tailored application support model is at the core of support’s success and cost-efficiency. If you don’t have the desire or resources to implement a dedicated in-house support team, or not sure your in-house team will be able to comprehensively cover the needs and challenges of your application support, Sapizon Technologies support team is ready to help.


Also Read :  IT Support in London 

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