Technical support

Technical support is a service used by ICT companies used to help solve problems with technical equipment, usually computer hardware and software.

Types of support

Technical support can happen through various media, including e-mail, live chat , telephones, applications, faxes and technicians, although the most common vector is that of the telephone. Often technical support takes the forms of support for a particular range of products or services, the support remit.

Proliferation

With the introduction of the internet and especially DSL products into the mass market, technical support as a segment of the service industry has exploded in recent years, augmented by the formation of dedicated companies and outsourcing. In recent years, large numbers of call centres have been established to provide telephone technical support, clusters of centres often forming in former industrial cities such as Sheffield, Middlesbrough, Newcastle and Mumbai.

There are also a growing number of online technical-support bulletin boards, such as Geeks to Go [1], protonic 5 Star Support [2], and Tech Support Forum [3].

In tandem with the growth of technical support is the growth of technical support jobs, seen as McJobs by many of their holders. Technical support workers have a stereotyped reputation as being somewhat recalcitrant and self-satisfied ; similarly, customers of technical support have a stereotype of being stupid and arrogant. There exist quite a few anecdotes implying and reinforcing the above stereotypes, many of which are undetermined urban legends [4], [5].

Coverage of support

Technical support varies depending on the range of posibilities. Some things are not supported in lower levels of support can be supported with higher service levels.

Cost of technical support

The cost of support can vary. Some companies offer limited free support when their hardware or software is purchased; others charge by premium-rate telephone calls. Some are free by using forums, live chat, or email. Others offer support contracts .

External link

AceMiles.Net — Free live one-on-one technical support, community-supported.

FreeTechSupport.org—offers free technical support by volunteers via live chat.

Free Technical support using ticket system, live chat if needed