The evolution of technology is pushing technical support to levels and places never before expected. Interoperability issues are threatening IT teams everywhere. IaaS hosting, the cloud, even the instantaneous way we communicate, are changing the way technical support is being addressed. This means engineers need to take a more proactive approach to technical support. By actively searching out and diagnosing interoperability issues, technical support can eliminate costly calls.
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.