Technical support helps users to master and configure software products. Customers contact technical support when they fail to resolve issues by themselves — documentation might not cover particular cases.
Technical support engineers resolve user problems and collect feedback. Comments help developers improve the product, enhance functionalities, or implement new ones.
Applied Technologies provides technical support services of three levels:
- L1 support Solving the most common customer issues. To deal with such cases quickly, we maintain knowledge bases and FAQs.
- L2 support Providing all-around technical support. Engineers with advanced product knowledge deal with issues that cannot be handled by L1 engineers.
- L3 support Experts and senior developers work on the most complex cases.