Technical support

Technical support (also tech support) is a range of services providing assistance with computer hardware, software, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.

Most companies which sell hardware or software offer technical support over the telephone or via various online media such as e-mail or a Web site. Companies and institutions frequently also have internal tech support for employees, students, or other associates. There are also many freely available tech support forums on the Internet, wherein experienced users volunteer to help novices. In addition, some fee-based services, charge for premium technical support services that is accessible 24-hours a day.

Coverage of support

Technical support varies depending on the range of possibilities. Some things that are not supported in lower levels of IT support can be supported with higher level services: for instance, only direct questions can feasibly be addressed through SMS or fax; basic software problems can be addressed over the telephone; while hardware problems often need to be dealt with in person. Additionally remote support (remote control) can be initiated over the Internet and support provided instead of in person.

Cost of technical support

The cost of support can vary. Some companies offer limited free support when their hardware or software is purchased; others charge by premium-rate telephone calls. (See ICSTIS and other service providers including Ether and Skype.) Some are free by using forums, live chat, or email. Others offer support contracts.

See also

• Help desk
• Remote Assistance Software
• Tech Support Comedy - A popular website where tech support employees share humorous stories and provide support for each other.