For sure, so what size would you say you start needing those things? What's the smallest support package that you think is doable without becoming a massive headache? Even if it's hypothetical I'm curious what the line is since developing these things feels like 33% guesswork and 33% hard lessons and 33% shooting yourself in the foot and course correcting :)
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Yes your correct and there's something called ITIL or a similar framework of delivering IT services for big companies.
To start off so far, I had seen is that you could offer monthly support packages with just email support and basic reports of activities you had done for lowest tier support.
When it is the highest tier requires more human touch like response time of a specific level of the incident to resolve it within x number of hours or 24/7 on call.
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For sure, so what size would you say you start needing those things? What's the smallest support package that you think is doable without becoming a massive headache? Even if it's hypothetical I'm curious what the line is since developing these things feels like 33% guesswork and 33% hard lessons and 33% shooting yourself in the foot and course correcting :)
Yes your correct and there's something called ITIL or a similar framework of delivering IT services for big companies.
To start off so far, I had seen is that you could offer monthly support packages with just email support and basic reports of activities you had done for lowest tier support.
When it is the highest tier requires more human touch like response time of a specific level of the incident to resolve it within x number of hours or 24/7 on call.