About this Support Policy

  1. Response time: Define a clear response time for each level of support (e.g. 24 hours for basic support, 8 hours for priority support, etc.). Make sure that your response time is realistic and achievable.
  2. Channels of communication: Determine which communication channels will be used for support, such as email, phone, chat, or a ticketing system. Make sure to clearly communicate these channels to customers and ensure that they are staffed appropriately.
  3. Availability: Define the hours of availability for support services. This includes both the hours of operation for your support team and the availability of your software. If your software is mission-critical for customers, you may need to offer 24/7 support.
  4. Escalation procedures: Establish a clear process for escalating support requests that cannot be resolved quickly. This could include escalating the issue to a higher level of support or involving additional resources, such as developers or product managers.
  5. Service level agreements (SLAs): Define SLAs that outline the expected level of service for each level of support. This includes response times, resolution times, and other performance metrics.
  6. Customer feedback: Collect feedback from customers on the support they receive and use this to improve your support policies and processes.
  7. Documentation: Ensure that all support processes and policies are documented and easily accessible to your support team and customers.


By following these guidelines and regularly reviewing and updating your support policies, you can ensure that your customers receive high-quality support that meets their needs and expectations.