Choosing Tech Support Intelligently |
Posted: June 19, 2020 |
In this day and age, Information Technology services are all but indispensable. With nearly every business automating or digitizing its processes and increasing the amount of work done through computers and other technology platforms, there is an increasing need to understand and choose the right kind of tech support. Tech support tends to be expensive and time consuming, so it is necessary to find someone who does the job well and within tight deadlines. It also pays to understand what kind of tech support you require based on your requirements. Here's a brief guide to different kinds of tech support. Call Out The most commonly used technical support type, the customer pays for the materials and for the services of the technician or engineer based on a pre-negotiated rate. It is also called T&M (Time and Materials) support service. This is useful when the systems employed are unlikely to break-down or require too much upkeep and when down-time is not very costly. Managed Services. This means that a preset list of well-defined services are provided on an ongoing basis with standard response and resolution times that are offered for a flat or fixed fee. These services range from monitoring of servers round the clock, a dedicated help desk and regular visits by the engineer and/or technician. Block Hours. This service involves blocking service hours as per requirement at an agreed price. This is generally used by enterprises that require quick response to technical problems and who wish to cut down delays and the hassle of multi billing. Crowdsourced Tech Support. There is a growing trend by bigger corporations to put up consumer forums with discussion boards where users come together to put forward and solve problems independently while assisted here and there by dedicated customer service representatives of the company. This helps reduce costs and response times as well as erases the possibility of wastage of technician/engineer time since simple problems are easily weeded out by the forum and discussion board. Outsourced Tech Support In larger enterprises it becomes a necessity for a tech support team or professional to be on-site at all times since down times may have high cascading costs that can cripple an organization. Outsourcing tech support gives you the advantage of having service during peak hours of high traffic and volume and reduces the response time to technical issues down to zero. This type of service is ideal for those who need to maintain large servers that run through a lot of traffic everyday.
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