Nowadays, websites and applications have long ceased to be just business cards of companies, turning into powerful tools for effective interaction with customers. Uninterrupted and correct operation of these services has become a key success factor. In case of malfunctions, technical support becomes a lifesaving tool that ensures continuous functioning of the product.
This article will detail how our team provides technical support for projects and why this process is so important.
What is technical support?
Technical support is a set of services aimed at ensuring smooth operation and efficient use of web services, and applications. It includes software updates and enhancements, bug fixes, as well as consulting and employee assistance.
What does tech support include?
1. Support:
Provide a support and counseling service during business hours to address problems or questions that arise.
2. Data Protection:
This is a priority, whereby reliable protection of information and data is ensured. Appropriate measures are taken to prevent information leaks.
3. software update:
Address vulnerabilities, introduce new features, and ensure compatibility with new technologies.
How does our technical support service work?
Now let's take a look at how support is handled in projects, as part of our service.
You may encounter different kinds of problems and glitches, so we can offer several types of rates for your convenience:
- Minimum up to 10 hours per month
- Optimal up to 20 hours per month
- Large up to 40 hours per month
Advantages of this approach:
1. Flexibility and choice:
The ability to choose the optimal amount of support that fits your needs and budget. They differ only in the number of hours per month, allowing you to choose the best option for each project.
2. expert support:
Each rate tier provides access to experienced professionals ready to assist with technical challenges and problems.
3. Guaranteed availability:
Count on a guaranteed number of support hours per month to provide stable and reliable project support.
4. effective management of resources:
Optimized resource utilization by allocating available support hours to the most critical tasks and projects.
These rates include services such as:
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Advice and counseling:
Provide expert advice on project development, optimization and improvement.
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Support during business hours:
Provide technical support during specific hours of the business day or according to a selected schedule.
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Troubleshooting errors and problems:
Analyze and resolve technical problems that arise during the operation of the software product.
Our technical support process
Receipt of request
Whenever our customer encounters a problem or question, they contact our technical support. This process starts by sending a request to the project manager. He explains his problem by describing it in detail. It may be related to a software malfunction, a bug, difficulty in using certain features, or other technical issues.
Request processing by project manager
Having received a request from the customer, the project manager takes it into work. He starts to analyze the problem, identifies its essence and priority. At this stage, the project manager decides how the problem can be solved.
Giving instructions for a decision
Based on the analysis, the project manager develops a plan to solve the problem. After that, he or she instructs developers, testers or other specialists on the necessary actions to eliminate the problem. This stage includes setting deadlines and estimating the resources needed to solve the problem.
Results monitoring and demonstration
The project manager monitors the execution of the plan and supervises the problem solving process. Once the problem is successfully fixed, he or she checks the results and makes sure they meet the customer's expectations.
Bug fixes and tweaks
After successful problem resolution, the project manager closely monitors feedback from the customer. If any bugs or need for improvements are discovered, they are included in the workflow for fixing. Our team works on fixing them and providing the customer with an updated version of the product.
Conclusion
Technical support in web services and applications plays an important role in ensuring smooth operation and user satisfaction. We strive to provide high quality technical support tailored to the needs of each client to ensure the successful functioning of projects and in building long-term partnerships.
If your project needs support, leave a request in the form below.
Our team is always ready to help!
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