Support: Overview
What do we really mean when we say we support something? There are many aspects of support, including:
- Following up after installation
- Troubleshooting simple or complex problems
- Answering informational questions
- Distributing upgrades and documentation
- Correcting the current problem with minimal disruption of the application
- Determining the cause of the problem so it may be prevented in the future
Unfortunately, these priorities are sometimes in conflict with each other. The customer and support technician will come to a mutual decision on the type of support that will be given.