It’s no secret that nowadays almost every more or less large company uses modern technology in its work. However, users often have various problems. Information and technical software support help to solve them.

Software support is the process of improving, optimizing, and troubleshooting software issues after the app has been put into operation. Software support is one of the phases of the software lifecycle that follows the software transfer phase. Changes are made to the software in order to correct defects and bugs discovered during use. They are also made to add new functionality in order to improve the usability and applicability of the software.

In the spiral model that emerged during the development of object-oriented programming, support is not identified as a separate stage. Nevertheless, this activity occupies a significant place, given the fact that usually about 2/3 of the software systems lifecycle is taken up by support. Basic elements of software support:

• Maintenance of websites, information systems, portals.
• Elimination of configuration errors, setting up applications.
• Elaboration and analysis of failures with their subsequent elimination.
• Backup data recording.
• Making changes and expanding functionality in the systems of different levels.
• Technical support, user support.
• Upgrading of databases and software modules to an advanced level.

Software support is provided in close cooperation with customer representatives. This reduces the time of decision-making and allows you to promptly change development priorities.

What is the importance of software support for your company?

So, first of all, information and technical software support are necessary for regular software updates. Surely you understand that absolutely any software sooner or later becomes outdated. Because of this, it becomes unsuitable for work. But you can fix this problem with updates. And the company that provides you with software support will keep track of new updates and install them on time.

Naturally, your IT support company will make changes to your software from time to time. These changes will be primarily aimed at increasing its performance. It turns out that your software will constantly become faster. Consequently, your company employees will be able to do their work faster, because they won’t have to wait for the software to perform the necessary task.

And of course, thanks to information and technical software support, you can get information about the release of the latest technical developments as quickly as possible. And you can start using these developments as early as possible. This is also a very significant advantage. Furthermore, implementing bandwidth monitoring alongside network monitoring allows your IT support company to efficiently manage network resources, ensuring optimal performance and avoiding bottlenecks.

What software support lines exist?

You may be wondering why you need to sign a contract with a company that provides information and technical support if you can install updates and make improvements to the software yourself? The thing is that ordinary users can’t do that. It turns out that you can’t even update the configuration of your software. Consequently, without information and technical software support, you will be forced to use outdated software.

It is customary to distinguish several software support lines (the structure is given by the example of external software support):

1. 0 line of software support (call-center, information center, and hotline) – processing of telephone requests from clients, transfer of requests to technical specialists (the 1st line of support).
2. 1st line of software support (support engineer and technical support engineer) – consultation/setup/elimination of errors in software operation, filling the knowledge base, making manuals.
3. 2nd line of software support (support engineer and technical support engineer) – functional support or project activities at the stage of launching software on the customer side.
4. 3rd line of software support (support engineer and technical support engineer) – system/project support during the launch of software on the customer’s equipment.

Support engineer work is mistakenly compared to the work of an information center. However, these specialists are fundamentally different in their functionality. If the call center accumulates users’ requests, then the support engineer is a central link in the chain of software development and improvement. He or she solves the problems that arise during the software operation.

Conclusion

What makes the difference when using business software is technical support on the software. Sometimes, when deadlines are approaching, you need to be able to count on the speed and thoroughness of software support. So if you can count on a support team that connects you with the tools and people you need, then service becomes the added value of the product. Imagine if you didn’t have software support. Imagine if you had one that was spotty, fee-based, or on hard-to-manage channels. Even if you paid a little for your software, how much would it cost you to get a professional to fix your problem?