Tech Support
Tech Support technical assistance from a hardware manufacturer, software publisher, internal help desk, or third-party support company.
Point to keep in mind before asking for a technical assistance:
1) If the problem is with your computer, be sure you are sitting at your computer when you call the tech support line or help desk.
2) Have the application running and on screen if at all possible.
3) Make sure you write the exact message. Whenever you get an error message, be sure to write down exactly what it says. Without providing the exact error message will make the support guy difficult to resolve the issue. In addition, these support people may take hundreds of calls, chats or emails every day and may have little patience with you if you cannot describe your circumstances in exact detail.
4) Intermittent problems are extremely difficult to resolve. If you cannot recreate the problem on screen, there may be very little a tech support person can do to help you.
Types of Tech Support
There are various mediums of Technical Support, such as email, livechat, telephone ect.
Coverage of Support
Technical support varies depending upon the level of the issue. Technical support is mainly provided in three levels - level I, level II, & level III. Some issues which are not supported at level I can be handled by technical executives from level II or level III. Livechat & telephone support is generally used for level I issue or issues regarding billing & sales.
peter said,
September 28, 2006 @ 3:57 pm
The cost of Technical Support varies according to the companies. Some companies offer limited free service when their hardware or software is purchased, some charge by premium rates telephone calls while some are free by using forums, livechat, email etc.
Edward said,
September 29, 2006 @ 11:39 am
I think the technical support depends on the priority and severity of the error.