Technical Support Services
Technical Support Services are IT Services required by all business entities.
Technical Support Services are provided for Personal Computers, Servers, Network Equipment, Peripheral Equipment, Software Applications, etc.
Technical Support Services are divided into the following categories: Reactive Support, Proactive Support and Project Implementation.
Reactive Support
Reactive Support is most commonly referred to as “Trouble Desk Support” and includes any technical support that happens after an error or malfunction has occurred. Reactive support is often very costly due to increased system downtime.
Example: A technician responds to an end-user’s call because the end-user’s PC is already infected with a virus.
Proactive Support
Proactive Support refers monitoring and preventative maintenance and includes any technical support that is designed to prevent the need to perform Reactive Support. Proactive Support has a much higher cost to value ratio because Proactive Support significantly reduces costly system downtime.
Example: A technician installs or updates an anti-virus software program that prevents an end-user’s PC from becoming infected with a virus.
Project Implementation
Project Implementation refers to the installation of new systems, major upgrades to existing systems or the replacement of existing systems. Project Implementation is usually considered a “one-time” event and is not repeated for a significant period of time.
Example: A Project Implementation Team replaces an existing server with a new, faster and more efficient server and performs all necessary technical support to complete the project.
