Software Support
Definition of software support
Software support is provided to users after software has been deployed to Production and users ha...
Channels for user support
The support process is initiated by users reporting issues or faults found in software systems or...
Procedures for issue prioritization and escalation
Issue prioritisation Once issues are received from users and recorded as tickets, they should be...
Communication and response time expectations
The response time is simply the amount of time it takes for the support staff to respond to an is...
Approach for troubleshooting and resolving software-related problems.
Resolution of software related problems typically follows the following steps: Identify and re...