Overview
- Providing the customers necessary technical support to get comfortable with a product is called Product Support Services. The product support can be at different levels such as L1, L2, L3, etc. The initial levels of support typically involve product configuration and log analysis and SLAs of around a few hours while from L3 level onwards, issues are more complex and may involve source code changes and longer SLAs. Technical support plays a very crucial role throughout the life of any successful product and service offering. A customer centric, efficient and well trained support team can help end users realizing the value of a product/service to its fullest potential. Outsourcing technical support services allows businesses to focus on their core business activities.
- At Network Marvels, we offer all levels (L1, L2, L3, etc.) of product support. Many of our PES engagements have logically extended to a dedicated team providing support to the products engineered by our developers. This creates a unique benefit because of close collaboration opportunities between the product development and support teams. Developers can get firsthand information about the support issues faced by end users and likewise the support team can get help from the development team in understanding and resolving most challenging problems efficiently. Also, the natural time zone difference between India and western countries helps easy implementation of the follow-the-sun model.