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8. What Extent of Technical Support and Customer Service Do You Require?

Many ASPs offer tiered customer service plans so you can purchase different levels according to your budget. In gauging the level of support you'll need, consider the following questions. How do you contact tech support with a system problem: phone, fax, e-mail, all three? What are the hours of customer support (for instance, 9am–6pm)? How many agents are there during that period? What are their areas of expertise (for example, do you have access to a database administrator)? How fast does your SLA indicate that ASP staff must respond to trouble tickets? What are the escalation procedures for trouble tickets? How often does the ASP submit reports on system performance to you? Do the reports measure performance during typical production work periods? Do the reports measure all relevant performance trends?

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