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