The goal of First Line Support is to provide an answer as quickly as possible. Quick and good answers provide the customer with a good feeling about the provided service. The quicker you are able to tackle reported issues the less costs are involved...
A lot can be said about contracts. On the internet several very handy checklist can be found; even contract examples. Keep in mind that a contract a legal document is of your agreements with the customer.
Support Issues could come in via several channels like phone, fax, email or internet (Support System?). Phone, fax and email are unstructured and require action from your site...
When a customer should pay for getting Support and Maintenance from you, you should check his contract before you pick up a reported issue...
Be aware of the fact that Phone and E-mail communication has it's limits. The way...
When you solve support issues and you want to be prepared for the future you need...
What if you want to increase Support activities to other countries but you do not...
Support and Maintenance contracts could bring in a lot of money. Money you can spend...
As a customer you can gain a lot from your software supplier but it requires effort...
When you solve defects and you want to be prepared for the future you need to know...
Each product has a Product Life cycle. You have to inform your customers upfront...
A customer only wants you to build his requested functional fchanges and not those...
When a solution is not complete your customer will return. Again a Support Analyst...
When Maintenance is not part of Development the transfer of a released product need...
Escalations, especially Political Escalations, need to be know in all layers of the...
When a customer is not getting the attention it demands it will find it ways to get...
Customers really depend on their software to earn their living. When they for example...
Some customers are very demanding. They sometimes threaten to stop implementing the...
When you earn your money with producing software you have to produce what customers...
Enhancement selection is a very time-consuming activity but worthwhile. It requires...
A lot can be said about contracts. On the internet several very handy checklist can...
When a customer should pay for getting Support and Maintenance from you, you should...
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