Ways to organize technical support for a website

[subornaakter40]

It is clear what technical support does. Now it remains to figure out how it can be organized. There are different ways:

Full in-house, i.e. inclusion of all technical support staff in the staff

In terms of reliability, this is the best option, because you yourself provide access to servers and systems, control each specialist. All work is carried out jointly, the team writes runbooks, that is, regulations for actions for certain cases (from the English "runbook"), you develop escalation schemes together. However, in this case, organizational problems are also your concern, including the distribution of tasks, and the preparation of a duty schedule, and much more.

Methods of organizing technical support for a insurance leads for seniors website

Partial outsourcing

For example, you include the third support line headed by the department's technical lead in the staff, and the first and second lines are handled by an external contractor. In this case, drawing up shift schedules is not your concern. But then you will have to take care of organizing the most effective interaction between your own and external specialists. Think about how escalation will be carried out, documentation will be generated, information about changes on the site will be transferred, etc.

Full outsourcing

There are a number of undeniable advantages to this approach. Firstly, you don’t need to think about creating a work schedule and distributing responsibilities between specialists.

Secondly, there is no need to deliberately train someone from your team and worry about whether people will cope with the tasks. All the work will be done by competent specialists, you just need to initially choose a reliable contractor.

Thirdly, any problems are handled by professionals, they will monitor and control the work of the resource, keep track of the relevance of the schemes, etc. In general, the outsource team has more experience and tools to provide full information and technical support for the site. Just approach the choice of a partner responsibly, do not trust your resource to the first one you come across.

[yadaysrdone]

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