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https://relate.zendesk.com/education/follow-sun-provide-great-global-support/
The model you choose, develop, and refine should be the one that works best for you and your customers. Going for global support. There are more than a few ways to provide the support your customers need, and if you’ve decided to take the leap and provide global support, you need to be prepared to follow through on that service level agreement.
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx
The swarming support model answers with more effective swarm teams who can effectively deal with the increasing complexity of issues reported and yet resolve these expeditiously. The tiered support model, by its very nature, drives costs up as an issue escalated from tier 1 to 2 to 3.
https://www.slideshare.net/jnoble100/establishing-24x7-support-operations
Apr 06, 2013 · 1. Establishing 24x7 Global Support Operations Author – Jason Noble ([email protected]) Support Global 24x7Service Excellence 2. Introduction Establishing global 24x7 client & application support 1. Benefits 2. Costs 3. Challenges 4.
https://www.givainc.com/wp/help-desk-staffing-models-simple-analysis-save-money.cfm
If a Help Desk's goal is to become more strategic, then this model prohibits this. Tiered Structure - Specialist Model. The third strategy is the filtering of calls, typically known as a tiered specialist structure. In this model, one "specialist" group receives the calls. The most common form is to have the Desktop Support group play this role.
https://www.infosys.com/digital/insights/Documents/application-maintenance-support.pdf
The model offers support performance parameters (SLA, SLA performance) which define the pricing. Infosys manages the scheduling, resourcing, and management of the support team. Shared support model This is a ticket-based model where a certain unit of work (UoW) is bought by the client
https://www.techopedia.com/definition/31681/247-support
24/7 Support: In an IT context, 24/7 support means a support service that is provided 24 hours a day and 7 days a week. This may include an array of IT services – like server monitoring, call center support, database support and so on. This support generally includes support for those services that require running without disruption and downtime.
http://gepinfotech.com/24X7SupportModel.aspx
24X7 Support Model Shareware Software Publisher: Problem Description: The client was experiencing high refund rates and depleted customer strength for its Windows Registry Cleaner Software due to lack of Technical Support Staff that can resolve its customers’ technical issues effectively.
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
Tiered Customer Support is Dead (And Why That’s Good for Business) ... Through a collaborative support model, issues can be assigned priorities and put into queues as they come in, either by a ...
http://www.dba-24x7.com/support-model.php
Support Model. Idhasoft provides support for customers leveraging our seamless global delivery model with standard practices and procedures. This results in a single, company-wide vision and creates a seamless flow of communication, enabling us to meet customer needs more responsively and effectively.
https://www.bluesource.net/managed-services/24x7-support-services/
24X7 Support Services Managed Services. Immediate Access to the Experts. Experience confidence knowing that a h ighly skilled technical expert is only a phone call away, when you need them most.
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