For: Support and resistance

Most companies offer technical support for the products they sell, either freely available or for a fee. Technical support may be delivered over the telephone or online by e-mail or a web site. Larger organizations frequently have internal technical support available to their staff for computer related problems. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services.

Coverage of support

Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using SMS, Online chat, E-mail or Fax; basic software problems can be addressed over the telephone or, increasingly, by using remote access repair services; while more complicated problems with hardware may need to be dealt with in person.

Outsourcing technical support

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries with lower costs. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSP's (Managed Service Providers)

For businesses needing to provide technical support, outsourcing provides them with the ability to maintain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the introduction of new products and maintenance service packs, and the necessity to provide consumers with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.

Multi-tiered technical support

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.