Technical Support Levels
Technical support or tech support refers to a range of services by which Remote Support provides assistance to its clients and users of technology products such as mobile phones, televisions, computers, software products, 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. We offer technical support for the products we sell and for products from other companies for a fee. Technical support may be delivered at the location or over the telephone or online by e-mail or a website or a tool where users can log a call/incident. Larger organizations frequently have internal technical support available to their staff for computer-related problems. Remote Support can assist the internal support departments with access to experts which may not be available internally.
Support Severity Level Definitions
Opening a support case online can make it easier to share technical data, error messages, and system information with your Remote Support LLC Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information. Remote Support LLC recommends that you follow any Severity 1 and 2 online support case submissions with a phone call to the support center. Remote Support LLC Support Services use the following definitions to classify issues:
| Severity Level | Description |
|---|---|
| Severity 1 (Urgent) | A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists. |
| Severity 2 (High) | A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists. |
| Severity 3 (Medium) | A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, the situation is causing your project to no longer continue or migrate into production. |
| Severity 4 (Low) | A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. |
Coverage of Support
Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using telephone calls, SMS, Online chat, Support Forums, E-mail, or Fax; basic software problems can be addressed over the telephone or, increasingly, by using remote access repair services; while more complicated problems with hardware may need to be dealt with in person.
Types of Technical Support
- Block Hours (SLA): Block Hours is a way to purchase a bunch of hours upfront to pay a reduced hourly rate. This allows flexibility to use hours as needed.
- Managed Services: A fixed rate or flat fee service offering ongoing defined services such as 24/7 Monitoring of Servers and Help Desk assistance.
- Outsourcing Technical Support: A growing trend where technical support is provided from regions with lower costs to maintain high availability and reduce overall expenses.
In today’s fast-paced business world, maintaining a high level of technical support is essential, but often costly and resource-intensive. We offer tailored solutions to help you manage your technical support needs efficiently and affordably.
Why Outsource Your Technical Support?
- Cost Efficiency: Save on overhead by leveraging skilled support teams from regions with lower labor costs.
- Scalability: Easily scale your support operations during high-demand periods, such as new product launches, system updates, or peak call volumes.
- Expertise: Access specialized personnel with advanced technical knowledge and experience that goes beyond your internal capabilities, ensuring higher quality support.
- Productivity: Free up your core employees to focus on strategic tasks by outsourcing your technical support operations, boosting overall productivity.
- Flexibility: We offer both outsourced service options and the ability to hire contracted staff directly into your organization, providing you with the flexibility to meet your unique needs.
How We Can Help
Whether you’re looking to outsource all of your technical support functions or enhance your internal team with additional resources, we’re here to help design a solution that fits your business goals. Our team is equipped to manage your support needs efficiently, providing around-the-clock availability and expert service, all at a fraction of the cost of in-house teams.
Multi-Tiered Technical Support
| IT Support Level | Function |
|---|---|
| Level 0 | Self-help and user-retrieved information |
| Level 1 | Basic help desk resolution and service desk delivery |
| Level 2 | In-depth technical support |
| Level 3 | Expert product and service support |
| Level 4 | Outside support for problems not supported by the organization |
Product Support Levels ( How much we support the product or service )
These levels help categorize how Remote Support LLC supports various products based on our familiarity and history with them. The levels range from fully supported to unsupported products:
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PSL6 Remote Support LLC Strategic Solution Offering
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These products form the foundation of our operations, and they're considered to be among our core competency. When a product is assigned a PSL6 Status, it indicates that we have:
• significant research and investment in the product
• long history and experience through active usage in-house
• authoritative knowledge on the product
• formal strategic alliance and with the vendor, and
• long-term commitment to the platform.
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PSL5 Officially Supported: Actively used or installed in-house, walk-thru available, up-to-date on versions, problems, news & development, etc.
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PSL4 Supported : Trained on product, but not keeping up on development. Do not maintain in-house installed copies.
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PSL3 Assisted: Only basic familiarity with product.
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PSL 2 Unknown: No knowledge on product. Can research on client's behalf.
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PSL 1 Unsupported: No support. We decline to work on such product due to known insurmountable issues, or specific concern/objections from past experience.
Vendor
support levels ( How much the vendor support their product
and service and how far we are going to support the support
along with the vendor )
VSL6 Remote Support LLC Strategic Solution Offering:
Even if the main vendor stops offering services, Remote Support LLC shall continue to support the product. These products form the foundation of our operations, and they're considered to be among our core competency. When a product is assigned a VSL6 Status, it indicates that we have:
• significant research and investment in the product
• long history and experience through active usage in-house
• authoritative knowledge on the product
• formal strategic alliance and with the vendor, and
• long-term commitment to the platform.
VSL5 Officially Supported: Official support from vendor. Remote Support LLC is supporting and integrating as a partner of the main vendor.
VSL4 Supported: Official support from vendor. Remote Support LLC is supporting and integrating as a third party.
VSL3 No main vendor support. Support may be available from other sources. Remote Support LLC may be able to support after researching possibilities.
VSL 2 No vendor support. No knowledge on product. Can research on client's behalf.
VSL 1 Unsupported by vendor and not supported by Remote Support LLC. No support. We decline to work on such product due to known insurmountable issues, or specific concern/objections from past experience.
Remote PC Repair or Remote Computer Repair
Remote PC repair or Remote Computer Repair is a method for
troubleshooting software related problems via remote desktop
connections. Technicians use software that allows the
technician to access the user's desktop via the Internet. With
the user's permission, the technician can take control of the
user's mouse and keyboard, transfer various diagnostic and
repair applications to the user's desktop, run scans, install
antivirus programs, etc. If the remote service permits it, the
technician can even reboot the PC and reconnect remotely to
continue his work without the user needing to assist.
Common repairs available with online computer support
providers are computer virus and spyware removal, computer
optimization, Windows Registry repair, device driver issues,
Web related issues, and Windows security updates.
Only software can be “repaired” remotely. A computer with a
broken hardware component such as a motherboard or hard disk
can in some cases be diagnosed and worked around, but must be
repaired in person.
Software support services
• Installation
• Usage
• Configuration
• Diagnosis
• Bug reports
• Bug fixes for software developed or maintained by Remote Support LLC.
• Software modified by Remote Support LLC
• Third-party software/drivers and uncertified hardware/hypervisors supported by Remote Support LLC
• Community projects upon which other releases are based
• Code development
• System and network design
• Implementation and development of security rules and policies
• Technology preview features or beta software.