Support providers

A support provider helps their customer with using a given software product.

support

When a support provider helps their customer to use a given system.

This includes interactive support in response to support requests as well as internal work like analysis, writing documentation or release notes.

support request

A request for help submitted by a customer to a support provider.

end-user support

Basic first-level support to end users.

The support provider is always available when end users need them. Forwards the request other actors if they cannot help directly.

end-user training

A service that comprises publishing of training material and/or organizing training sessions for end users.