Oct 11

Business IT Support

Business IT Support

Overview: This document will provide details about Business IT support.

What is Business IT Support?

IT support advisors/technicians monitor, maintain the computer systems and networks of an organization. It may include installing and configuring computers, servers & networks, diagnosing hardware and software issues and solves issues, either over the phone or in person.

IT support provides help regarding specific problems with IT products and services. Depending on the agreement between the organization and the service provider, support may be delivered at client site in person, or over phone, remote support or other tool where users can log an incident.


Phone support

This type IT support is commonly used in the industry. Other name for this is “Time and Materials” IT- support. The client pays for the products such as PC, Laptop, memory, software services at a pre-agreed rate when issues arise.

Agreed Hours or Duration

Under this category, the customer purchases a number of hours or agreement upfront at an specific price. It could be reduced hourly rate or it can also be a non-reduced rate, or a minimum fee charged to the customer before providing service. In other words, the client has purchased a fixed number of hours/coverage to use either per month or year, depending on the agreement plan. This provides them the flexibility to use it as they need without going through the complete process again to get IT support.

Managed services

It means a client will receive a list of streamlined and well-defined services, with clearly defined “response and resolution times” for a fixed rate or a flat fee. For example, it could be 24/7 monitoring of servers, 24/7 help desk support for IT related issues, and on-site repair visits by IT technicians when issues cannot be resolved remotely. There are support providers who also offer additional support services like backup and disaster recovery, HR services, vendor management, project management, staffing etc. for a specific rate (monthly or yearly).

Discussion Boards

Several companies also provide forums for their customer base (product users) to interact and request help in case of issues. This channel also assist the companies to reduce their IT support costs but at the same time assisting the customers and getting their feedback which is crucial.

Tiers based support

Depending on the service provider, there may be IT support levels such as Tier 1, Tier 2, and Tier 3 and so on. Tier 1 usually provides basic resolution, Tier 2 provides more detailed, in-depth IT support, and Tier 3 provides expert product and service support  but it’s also common to see just Tier 1 & Tier 2 support levels, wherein Tier 2 provides both in-depth IT support and expert product and service support.

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