Technical Support Management

Operation Process Overview

The operations of a Technical Suppport team are focused on timely resolution of customer issues with products.   These are the core detailed process documents necessary to run a high quality support operation.  At this point they are most applicable to Software Support. 

 The documents are organized into:

Problem Resolution Process - an overview of the steps to move a customer issue through the steps of contact, qualify, characterize, diagnose, resolve and close the issue.

Problem Priorities - the definitions used by the customer to describe the Business Impact of the issue, and used to manage resources to resolve it.

Escalation Process - when additional resources are needed to resolve the issue this process describes the steps necessary to engage resource, and alert management to the customer need.

Case Handling Process - this is the detailed process document for all of the possible steps necessary to successfully resolve cases.

You will notice that these documents are word documents that you can download and adapt to use in your environment.  For the time being they are being made available to Registered users, but once we implement the fee structure, the will become available to Participants only.

You are welcome to make editing suggestions to any of these documents, which will be used to continuously improve them.

You can look at these document from the Resources/Document Download tab in the top menu, or by clicking here.