Technical Support

Definition

Technical support is the user support task during which user’s technical questions are answered and problems are resolved.

Objectives

The typical objectives of the technical support task are to:

• Answer user’s technical questions.
• Resolve user’s technical problems.

Preconditions

The technical support task can typically begin when the following preconditions hold:

• The usage phase has begun.
• The user support team has been adequately staffed with user support agents. who are adequately trained and experienced in technical support.

Completion Criteria

The technical support task is typically complete when the following postconditions hold:

• The retirement phase has begun.
• The applications have been retired.

Steps

The technical support task typically involves the following teams performing the following steps in an interative, incremental, parallel, and time-boxed manner:

• User Support Agent(s) of the User Support Team:
  • TBD

Techniques

The technical support task can typically be performed using the following techniques:

• TBD

Work Products

The technical support task typically results in the production of all or part of the following work products:

• User Experience Work Products:
  • Contact Report

Guidelines

• TBD