What are your Basic Support goals?
By Jan Verlaan on Monday 18 July 2011, 16:07 - Support Policies - Permalink
When you set goals for your Support organization your have the opportunity to state how you want to bring people, infrastructure and technology into action.
Ask yourself the following questions when you are defining the basic goals for Support:- Which product(s) do you want to support?
- Till what level do you want to provide support?
- Make sure you set the right expectations at your customer!
- First, Second and/or third line (maintenance) support?
- Limited software configurations?
- Limited hardware configurations?
- Do you provide (detailed) documentation (via the internet)?
- What do customers have to pay to get support?
- Would you like to give support?
- Does somebody else have to give support?
- On how many places do you have to provide support?
- Do you have to provide support 24*7?
- What tools are you going to use?
- to log support issue
- to provide software (fixes) and documentation
- for automatic installers
- phone, email, fax, internet, etc
- What hardware are you going to use?
- for the reproduction system
- for the support system
- for the solution store
- for the document database
- How much customers do you have that claim support?
- Do you have enough resources to handle all valid support requests?
- Are your resources trained enough to handle all valid support requests?
- Do customers get direct access to your resources?
- Do your resources know what to do?
- Are processes and work instructions implemented?
- Are processes tuned on the support tools used?
- Are work instructions available when valid requests do not get a solution?
- Are roles implemented?
- Are priorities set?
- Are response times set?