Software Support Procedure | ITSW110

Software Support Procedure

The Software Support Procedure ensures that customers can effectively install and operate the software they purchase from your company.

The Software Support Procedure also provides help for customers who have questions about or problems with the software they purchase from your company. The software support policy applies to all software products and updates released by your company. (6 pages, 1560 words)

Software Support Responsibilities:

The Product Manager is responsible for reviewing customer suggestions and determining which, if any, suggestions will be implemented.

Software Support Analysts are responsible for working with customers until their problems are resolved, surveying customers for feedback, and maintaining the software support database.

Software Trainers are responsible for developing training materials and provides training classes and instruction for customers.

Customer Consultants are responsible for developing custom solutions.

Software Support Definition:

Service Level Agreement (SLA) – A binding contract, formally specifying or quantifying a customer’s expectations with regard to solutions and tolerances; a collection of service level requirements, negotiated and mutually agreed upon by the service provider and the consumer.

Software Support Procedure Activities

• Software Support Overview
• Software Support Services Management
• Free Basic Software Support Services
• Extended Software Support Services
• User Group Software Support
• Phone/E-mail Software support Services

Software Support Procedure References

• ISO/IEC 12207:1995-Information Technology-Software Life-Cycle Processes
• IEEE/EIA 12207.0-Standard Industry Implementation of ISO/IEC 12207:1995