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Technical support (also tech support) is a range of services providing assistance with computer hardware, software, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product?rather than providing training, customization, or other support services.
Most companies which sell hardware or software offer technical support over the telephone or via various online media such as e-mail or a Web site. Companies and institutions frequently also have internal tech support for employees, students, or other associates. There are also many freely available tech support forums on the Internet, wherein experienced users volunteer to help novices. In addition, some fee-based services, charge for premium technical support services that is accessible 24-hours a day.
[edit] Coverage of support
Technical support varies depending on the range of possibilities. Some things that are not supported in lower levels of IT support can be supported with higher level services: for instance, only direct questions can feasibly be addressed through SMS or fax; basic software problems can be addressed over the telephone; while hardware problems often need to be dealt with in person. Additionally remote support (remote control) can be initiated over the Internet and support provided instead of in person.
Technical support is now evolving from simple call handling into an integrated help desk. India can be considered the best to have proven its capabilities in outsourcing strategic technical services. With most Indian IT majors able to deliver services to any part of the globe, the current scenario is seeing waves of transition in tech support.
Companies offering tech support, both onsite and offshore, run customer interaction centers with an aim to help the customers seeking product information and technical assistance related to the product. The role of these centers now include a wide spectrum of services including both pre and post sales product support, help for technical applications, network tech support, remote IT infrastructure management services, and customer support services.
There has been a sudden surge in the number of companies providing online tech support with the reason being technological changes in products which certainly increase complexities for typical end users. They want to embrace advancements with right understanding of the product, a factor leading to steady growth of tech support services. The trend is the highest among computer savvy who look out for unique visual approach to troubleshoot their PC problems.
The present major players in computer tech support industry are Dell, HP, Compaq, Lenovo, and many more. They follow specific troubleshooting process for their manufactured products and have obvious limits.
Opposed to this, there are many other upcoming tech support organizations which offer comprehensive computer repair services ranging from simple installation to advanced PC diagnostic. These services now form part of new offerings, thereby driving an innovation in tech support industry. Of these renowned names are IBM, Geeksquad, iYogi, Circuit City,and Firedog. The USP of these companies is their ability to move out of the background of the customer help desk function into the limelight as worthy aids for availing the best tech support at incredible prices.
[edit] Cost of technical support
The cost of support can vary. Some companies offer limited free support when their hardware or software is purchased; others charge by premium-rate telephone calls. (See ICSTIS and other service providers including Ether and Skype.) Some are free by using forums, live chat, or email. Others offer support contracts.
However, online remote support on computer services is cheaper than taking PC to any computer repair shop and far cheaper than calling tech professional to premises. Online support vendors offer a range of service packages featuring set of series of operations to be performed by technicians.
All the services are designed to cater demanding computing requirements of customers. The rates of these packages may vary depending on company?s reputation and kinds of services offered, regardless of how long the process takes.
Prices of technical support services also vary by location and are subject to change.
[edit] See also
Help desk
Remote Assistance Software
Tech Support Comedy - A popular website where tech support employees share humorous stories and provide support for each other.
Comparison of issue tracking systems - Help desk software / ticket tracking systems
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