Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: MVallecil
New Today: 39
New Yesterday: 81
Overall: 143458

People Online:
Visitors: 67
Members: 1
Total: 68 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Software Vendor and Customer Support
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Software Vendor and Customer Support

 
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous
View previous topic :: View next topic  
Author Message
maxdomen
Newbie
Newbie


Joined: May 08, 2007
Posts: 1

PostPosted: Tue May 08, 2007 7:21 pm    Post subject: Software Vendor and Customer Support Reply with quote

I have been trying to find information about the way customer support works for the software company.
The questions I would like to ask are:
1) What is the prime cost of customer support(including product maintenance, customer support)?
2) What is the expenses structure?.

For example: How often support engineer have to visit client, how much time such a trip could take.
What is the percent of software caused client problems?

The motivation of manager for customer support team is interesting area also.
What is the key parameters for support team effectiveness estimation?
What is the common reward system for support?
There are a lot of information from ITIL , but it is very heavily-loaded for us, finding methods that are more agile would be very nice.
We have the box product with the several dozens of integrations per year. The product quality is rather high.
The most of the problems are caused by other software environment: bad DB version, security policy problems in LDAP and etc.

I know that these parameters are different for most companies, which have different projects, customers.
But we are interested in any experience you can share considering the subjects specified above.

Sample SLA would look like this:
We provide informational support by phone, email and using web site for the following areas:
- Product installation
- Product usage
The guaranteed answer time is:
- 2 days for email
- 4 hours for phone.
We also provide:
- The diagnostics which may be required if product problem persists.
- Bug fixing.
- Product update caused by federal law changes.
The customer have to provide us with the access to his systems where product is functioning, and we oblige not to break customer's security policy.

We would be happy to receive any information from you.

Definite ways of support department job quality estimation would be very nice to get.
For example:
- The percentage for answers in the period of time defined in SLA
- The percentage of answers that solved customer problem, without asking any more questions.

The separation of support problems and ones caused by developer faults would be nice
Back to top
View user's profile
james02
Newbie
Newbie


Joined: Apr 26, 2007
Posts: 2

PostPosted: Thu May 24, 2007 6:23 am    Post subject: Reply with quote

Well to my opinion the working of the customer support of a software company may vary. It can depend on the type of software it deals with primarily. Like I have been to two different software companies and have seen that there mode of operations when it comes of customer support are drastically different from each other. So I guess you have to make your plans accordingly.
_________________
Have you heard about Arizona PEO Companies
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.