Technical Support

Overview
  • Technical Support

Automation Consultants technical support refers to a range of services by which the company provides assistance to users of our products.  Technical support services help the user solve specific problems with a product—rather than providing training, customization, or other support services.  Technical support may be delivered over the telephone or online by e-mail, live support software on a website or a tool where users can log a call/incident.

  • Coverage of support
  • Technical support is delivered 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,  by using remote access repair services.

  • Multi-tiered technical support
  • Technical support is subdivided into tiers, or levels. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner.

  • -Tier/Level 1 (T1/L1)
  • This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions.The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.

  • Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "using some kind of knowledge management tool”.This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

  • -Tier/Level 2 (T2/L2)
  • This is a more in-depth technical support level than Tier I as the technicians are more experienced and knowledgeable on a particular product or service.Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.  This team needs to collect information such as program name that is failed or application name or any database related details (table name, view name, package name, etc.) or API names. These details are useful for Tier 3.

  • -Tier/Level 3 (T3/L3)
  • This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems.  These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues.    The technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution.   This team can analyze the code and data using information from Tier 1 and Tier 2.