Customer Support Explained

Table of Contents:

Introduction

Customer Support

Level 0 / Tier 0 Support

Level 1 / Tier 1 Support

Level 2 / Tier 2 Support

Level 3 / Tier 3 Support

Important

Customer Success

Professional Services

Training

Software Feature Releases

New Features Request

Sponsor a New Feature

How we scope, give estimates, send invoices.

New Release Process

Rate​ Card

Implementation

1. DEFINE BUSINESS OPS: CAR FRAMEWORK

1. CUSTOMISE SOFTWARE PANELS

1. CONNECT THIRD PARTY SYSTEMS

1. CONFIGURE TO CLIENTS REQUIREMENTS

Sample Project Tracking Document

Miscellaneous

Key Challenges

Issues to be aware of

Project Manager (PMO)

Partners