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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Yet the tiered support model provides no guidance for technical and application specialist groups participate in front line support; instead, the model calls for an escalation and filtering of issues to tier 2 and 3. Tiered support results in queues, work in progress, and backlog.
https://www.pagerduty.com/resources/learn/call-rotations-schedules/
On-Call Rotations and Schedules. Just as doctors go on-call to support emergency patient needs around the clock, IT organizations task dedicated groups of engineers with going on-call to fix issues for software services as they arise. These engineers are put on an on-call rotation, a method of rotating scheduled shift work across everyone on ...
https://extendcomm.com/the-advantages-of-having-after-hours-customer-service-support/
Jun 30, 2015 · Standard business hours may be from 9-5, but for customer oriented businesses, these times mean very little. These industries have a strong focus on client satisfaction, and having after-hours customer service support available is a great way to provide customers the service they appreciate and will continue using for a long time.
https://www.quora.com/What-is-on-call-support-How-did-it-start
Jan 13, 2017 · It may vary, but “on call support” might be utilized for several reasons: * The job is such that emergencies can occur, and someone needs to be available outside of normal business hours to come to work and handle occasional critical situations th...
https://www.weber.edu/ITDivision/policy_pages/on-call_procedure.html
On-Call – Being available After-Hours with a response time within 15 minutes of the initial notification and being within a 30 mile driving distance of the University in case on-site support is required. After-hours duty means work beyond the initial call alerting the on-call staff to a possible problem.
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
For as long as customer support departments have been around, the idea of having a “Tiered” or “Level” model of support has been around. When new technicians were hired, they were placed ...
https://www.on-callsupport.com/
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