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DimiDr0lik2017-08-17 10:22:13
DimiDr0lik, 2017-08-17 10:22:13
How to write a technical support policy?
Colleagues good morning.
Please share your regulations for technical support of users
2 answer(s)
@t_q_l
@athacker
How, how - with the help of letters kindly provided by the alphabet :-)
But seriously - start writing, and then you will finish it. In each case, the regulations are different, and regulate different things, with different indicators.
The regulation includes: the process of obtaining technical support (what the user must do to contact support - what channels of contact - (special ticket system, or a letter to a specific mailbox, or you need to call the phone, or write to the messenger)) .
What information the user should provide, and in what cases (the printer does not print - this is one set of information. The server on the company network is not available - this is another set of information).
How are application processing times determined?
What are the steps for resolving applications? (for example: New --> Assigned to Executor --> In Progress <--> Postponed -- > Resolved --> Closed).
Something like this.
T
t_q_l, 2017-08-17 @t_q_l
I can’t share mine, but there are easily a variety of options that can be taken as a basis for refinement for yourself:
h_ttp://www.rcitsakha.ru/files/docs/estp.pdf
h_ttp://support.ht.ru/data /uploads/reghelpdesk.doc
h_ttp://www.incotexcom.ru/download/support_ME.pdf
(links need to be corrected to become active)
A
athacker, 2017-08-21 @athacker
How to write a technical support policy?
How, how - with the help of letters kindly provided by the alphabet :-)
But seriously - start writing, and then you will finish it. In each case, the regulations are different, and regulate different things, with different indicators.
The regulation includes: the process of obtaining technical support (what the user must do to contact support - what channels of contact - (special ticket system, or a letter to a specific mailbox, or you need to call the phone, or write to the messenger)) .
What information the user should provide, and in what cases (the printer does not print - this is one set of information. The server on the company network is not available - this is another set of information).
How are application processing times determined?
What are the steps for resolving applications? (for example: New --> Assigned to Executor --> In Progress <--> Postponed -- > Resolved --> Closed).
Something like this.
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