Transfer of software to support

Question

Technical support

There are many developers here who create a software product for the internal purposes of their companies (not for sale). If the company is large enough, the developers do not support the created product, there are separate people for this. The question arose - how exactly should the developed software be transferred for support, so that, on the one hand, it would not spend twice as much time on it than on the development itself, and on the other hand, so that support does not escalate every second question to developers, since it is not able to solve him on his own.
So far only born:

The existence of instructions.
For questions that are not answered in the instructions, the answer appears in a timely manner and is included in the instructions.
The absence of mass incidents associated with system flaws (not subsequent improvements, but the initial ones).
Availability of trained technical support staff.

Answer 1

read ITIL about the incident management process.
In short, you are on the right track ... Initially, a Service Desk service is created with a girl sitting behind a database with ready-made instructions, allocate one knowledgeable person to quickly solve problems that are not described in the database + all questions that he cannot solve are already given programmers.