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Tech Support Definition

Since the creation of computers, there is an ever-increasing need for technical support services. Technical support refers to a range of services provided by companies to their customers for products such as software, mobile phones, printers, and other electronic, mechanical or electromechanical products. Usually, technical support services are providing user-friendly assistance for individuals having technical problems with electronic devices rather than providing training on how to use the product.

Technical support services are delivered based on the premise that it is possible to fix issues occurring at the locations where users are using the services. It is done by interacting with the users through many remote methods of communication like telephone, email, live chat interface or using special software or software extensions.

  • Call In: It is also known as "break-fix" IT support or “Time and Material”. It is a common type of support system in the tech industry, where the customer has to pay for the technical devices and materials and also the technician based on the pre-negotiated rate.

  • Managed Services: This kind of service is usually provided to large-scale customers rather than individual consumers. A list of service is provided to the customers at a fixed rate depending upon the service contract. Services provided could be 24/7 monitoring of servers and help desk including on-site visits or remotely solving technical issues.

  • Block Hours: It is a kind of prepaid support system which allows customers to use the hours flexibly without the hassle of paperwork or multiple bills. This type of support system the customer gives an opportunity for a customer to pay for a certain amount of time, which can be used per month or per year.

Computer Support:

Computer support is the process of providing troubleshooting, maintenance, and repair services to a computing device. A service provider or a technician provides a range of service operations ranging from general operating problems and software, hardware or network issues.

Network Support Engineer:

A network engineer is responsible for evaluating and maintaining the integrity of an existing network. The network support engineer’s role involves a set of core standards for operating network along with handling software and hardware for network systems and day-to-day administration for a department.

Support Level:

Software support and technical support are interrelated, since the services include incident-based support, revenue derived from long-term technical support contracts or pay-as-you-go. Software support services also encompasses remote troubleshooting capabilities, installation assistance, and basic usability assistance. The remote troubleshooting services are delivered via telephone and online communication media like email, chat assistance or without human assistance through remote methods or automated software that may reside on the customer’s device or the web.  

Software support services also include new product installation services & software updates, migrating to newly released software, proactive or reactive on-site services, and support for custom application or infrastructure software. These services may be delivered by a product vendor, a consulting firm or third-party software maintainers.

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