When customers purchase a vendor’s products from a channel partner, technical support problems could be addressed one of two ways: the vendor could bear the responsibility or the channel partner who sold the product could handle the technical support issues.
Telecommunications companies today provide services and support that reach untold numbers of individuals all over the world. But the services and products they provide rarely function alone. These products interact with a multitude of different devices and services from other companies. More and more companies and industries are finding themselves in a complex technology ecosystem. This complex ecosystem often proves problematic for a company’s technical support team and its customers.