Developing software is one thing, but actually maintaining it is a whole different matter. Support is essential to helping users troubleshoot application issues and addressing bugs or user interface problems. A lack of support can significantly hamper the user experience, hurt the customer experience on customer-facing apps, and hinder employee productivity on internal-facing apps. Good production support will also help reduce the risk of downtime and identify areas in which applications require improvement.
The tiered support model is the traditional model for production support. It is a linear model that involves organizing your IT support into three different tiers that consist of three different teams: the service desk, the technical management team, and the development team. While each team is responsible for different aspects of production support, they work together to help minimize downtime, minimize outages, and ensure that users are satisfied.
The first tier is the service desk. They receive all of the support requests from users. Think of the help desk as the first line of defense. They are responsible for solving the majority of the issues that come through. Many of these will be basic issues that can be solved with general technical knowledge. The service desk should be capable of solving around 70 percent of the tickets that are submitted to them.
The second tier consists of the technical management team. This team consists of individuals who have more specialized knowledge and skills. Issues that are escalated to this tier tend to require more technical know-how and may take longer to solve.
If the problem can not be solved by the technical management team, then it goes to whoever developed the application in the first place. If the app was built internally, it will go to your development team. Since they built the app, they should be able to address whatever the problem is and find a way to solve it. If the app was not built internally, the problem should be escalated to the vendor. Only very complex issues are sent to the developer or vendor in a tiered system since they will be using valuable time and effort to address the problem.
This template will be useful for software developers when preparing business processes for creating a support model. You can describe in detail the processes and who are responsible for each level of customer support.
Also, startups can use this template when preparing to meet with potential investors. You can describe the process of customer support who will purchase your new product. This template can also be used by team leaders in preparation for their weekly sprints with the development team.
Support Model is a professional and modern template that contains five stylish and fully editable slides. If necessary, you can change all the elements of the slide in accordance with your corporate requirements. This template will be useful for startups, company executives, team leaders and marketers. The Support Model template will organically complement your presentations and will be a great addition to your collection of professional presentations.