Understanding Technical Support
Definition
Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email. Technical support is measured by SLAs covering response time, resolution time, availability hours, and support tier access based on subscription level."
Why This Matters
Support quality determines how quickly issues get resolved. Verify support response times, resolution commitments, availability hours, and escalation processes. Support SLAs should align with your operational requirements.
Related Terms
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Essential Connections
Service Level Agreement
Pricing & Total Cost
Contractual commitments defining expected service quality including uptime guarantees, response times, resolution timeframes, and penalties for non-compliance.
Response Time
Implementation & Deployment
The maximum time for vendor acknowledgment of support tickets measured from submission to first response.
Support Services
Implementation & Deployment
Ongoing technical assistance and issue resolution provided after implementation.
Help Desk
Software Features & Capabilities
Customer support software managing service requests through ticket systems, knowledge bases, automated routing, SLA tracking, and multi-channel support (email, chat, phone).
Customer Support
Software Features & Capabilities
Software enabling service teams to assist customers through ticketing, knowledge bases, live chat, chatbots, and self-service portals.
Implementation Questions
RFP Fundamentals
30-50 RFP questions covering onboarding timeline, training programs, data migration strategy, technical support, customer success resources, and change management.
Customer Success
Implementation & Deployment
Proactive vendor support ensuring customers achieve desired outcomes through regular check-ins, usage analytics, optimization recommendations, and renewal management.
Uptime Guarantee
Implementation & Deployment
Vendor commitment to system availability expressed as percentage uptime (e.
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Related RFP Templates
Explore our top RFP templates - all 75 templates include questions about technical support