Technical support is a term that refers to a set of services provided by businesses, particularly businesses which sell technologies such as software, mobile phones, television, or other electronic or mechanical goods. These support services are designed to provide the user with assistance and troubleshooting in the event of a problem. They may also include information about product setup and features.
Most companies offer some form of tech support when it comes to the products and services they sell. Some companies choose to charge a fee for this support, while others offer it for free. Those who charge a fee may offer basic tech support for free and then offer a premium version for a fee. Large corporations may offer in-house tech support for their employees.
Tech support can be offered through various mediums, including email or chat, by phone, or in person by visiting a retail location. The internet can also serve as an unofficial resource for people seeking tech support. Many users simply conduct an online search when they encounter a problem with their software or electronic device. An online search can usually reveal a number of discussion forums, which may include potential solutions or downloadable upgrades to solve the problem from more experienced users or even support staff from the company itself.
Types of Tech Support
Tech support is offered from professionals in the IT industry in various formats.
1. Call in.
This is one of the most common forms of technical support. The customer or user calls a technical support professional when an issue occurs. The technician listens to the issue or problem and determines a solution. The customer pays for any additional hardware or software required to fix the problem. The technician is paid according to an hourly or pre-negotiated rate.
2. Block hours.
Some technical support companies ask a client to purchase a block of technical support hours. The cost for a block of hours may be based on an hourly rate, or a discounted rate according to the number of hours purchased. In addition, some technical support companies charge a flat rate in addition to any materials required to fix the problem. In this set-up, the technical support agency has a guaranteed number of hours purchased by each customer. They can produce consistent monthly or yearly invoices without having to count up the hours used.
3. Managed services.
Managed services refers to an arrangement where tech support for a number of specific services is provided according to a flat rate fee for each service. In this case, response and resolution times are defined ahead of time, and the rate does not change in spite of minor fluctuations in the time it takes to resolve the issue. This type of service is often used for problems that cannot be solved in a remote setting.
4. Crowdsourcing.
As the name suggests, this method of tech support involves free information from engaged technology users. This allows them to access technical support without having to spend a lot of money. Users may start a discussion according to a problem that they are experience. With this method, there is no guarantee that the problem will be solved in a timely manner.