Technical support
Technical support (also tech support) is a range of services providing assistance with computer hardware, software, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.
Most companies which sell hardware or software offer technical support over the telephone or via various online media such as e-mail or a Web site. Companies and institutions frequently also have internal tech support for employees, students, or other associates. There are also many freely available tech support forums on the Internet, wherein experienced users volunteer to help novices.
Types of support
Technical support can happen through various media, including e-mail, live chat, telephones, applications (most often, instant messaging), faxes and technicians, although the most common is the telephone.
Coverage of support
Technical support varies depending on the range of possibilities. Some things that are not supported in lower levels of support can be supported with higher level services: for instance, only direct questions can feasibly be addressed through SMS or fax; basic software problems can be addressed over the telephone; while hardware problems often need to be dealt with in person.
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. (See ICSTIS.) Some are free by using forums, live chat, or email. Others offer support contracts.
There are also voluntary organisations who offer free technical support. A typical example is the ITCH Network.
The ITCH Network (Information Technology Can Help). offers computer assistance to individuals with disabilities, by providing volunteers who will visit disabled people in their homes and at other locations such as day centres. Since its establishment, they have been providing disabled people with effective Information Technology solutions. In the past two years alone, ITCH Network has made over 2,000 visits, solving many hardware and software problems, as well as helping people to gain confidence using a computer.
The service is built around a network of skilled volunteers who are prepared to offer disabled people free, computer assistance. Everyone involved in the Network is a volunteer and it has over 250 volunteers, covering over 40 UK counties.
See also
External links
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