Tech Support Protocols

Subject: Tech Support Protocols
From: "Joan Melgaard" <joan -at- mirrorworlds -dot- com>
Date: Wed, 17 Nov 1999 09:21:27 -0500

I hope someone on the list can help me. That's a lie. I hope a bunch of
you on the list can help me.

In my position I am responsible for usability, documentation, and
training. In addtion, Tech Support reports to me. We are a growing
company and need to formalize our Tech Support protocols to cover
timeliness of response, internal documentation of the problem,
follow-up procedures, escalation of problem status, and anything else
that you may know is important to maintaining quality support.
Additioanlly, since I am responsible for usability, documentation, and
training, I need a way to make sure that tech support understands and
documents user questions so we can review them to see if they need to be
addressed in the documentation, the training, or the design of features
for the next release.

I have a sense of what constitutes good technical support. However, I'd
appreciate the wisdom of the group so I don't look over something
Joan Melgaard
Director of Training
Mirror Worlds Technologies

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