Chapter 5. Support Administration
You learn about the following in this chapter:
How to identify your customers
Using trouble tickets to manage reported problems
The three-tiered support model
Matching support methods to individual needs
Developing and executing on-call procedures
How to plan effective escalation procedures
Techniques for communicating support procedures to users
How to find and use support tools
Advertising support forums to your users
Every computing service requires some kind of infrastructure to support its users. Most users at one time or another experience a problem that they need to communicate to their service provider, and they expect to see that problem resolved within a reasonable amount of time. As a system administrator, ...
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