Topic 11: Support Methods

Topic 11: Support Methods

1. Phone Help & Email Desk

   • Definition: consists of one or more experts who are contacted with queries and give verbal feedback until the problem is solved
   • Adv: Problems can be resolved relatively quickly to keep customers satisfied
     • Cost savings for travel and staff time
   • Dis: Face to face communication lost
     • Quality of instructions & guidance might be poor

2. Call out Support

   • Def: Support engineer may be sent to the location of the problem ; suitable for larger organisations
     • such as crashing machines, complex software fixes and simple instructions are best dealt with through call out
   • Adv: Usually offer a 24/7 call out support contract; designed to minimise any downtime issues for organisation experiencing technical issues. Response is often prompt
   • Dis: it can be costly as someone iis being called out

3. On Screen Help

   • Feature can be accessed by pressing 'F1' User may need to enter one or two carefully selected words relating to the query
   • Adv: Relatively cheap or completely cost-free distribution
     • Fast and easy to update from internet
     • Can contain large amounts of information
   • Dis: User must have access to a computer with a suitable reader programme

4. Software Vendor Support

   • Software producers can provide support via tel help lines or via internet. Support must be free, also, tend to offer the most support after a new application has been brought out
   • Dis: Eventually software producers may no longer support older software, meaning the support options may become outdated or diminished

5. Bulletin Boards and Discussion Forums

   • Def: provide online access to people who use similar systems
     • Adv: excellent support option when direct and specific responses are needed
     • Dis: anyone can make comments/answers - they could be wrong.
       • Theres no formal support process, answers may be slow/non existent