Assigning a Technical Support Maturity Score
For most organizations and most products, the community will be the primary means of technical support, which is why so much emphasis has been placed on it in this chapter. Consequently, community support should account for approximately 60 percent (or 6 points) of the overall maturity score for technical support. Table 6.1 shows the potential points that can be assigned to each support option.
| Type | Points |
|---|---|
| Community support | 6 |
| Paid support | 3 |
| Advanced self-support | 1 |
| Total support potential points | 10 |
Community support is a critical determinant of product support maturity.
Commercial support can be a valuable support mechanism; just as important, however, is the maturity ...
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