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What happens when a Support case become severe?

Posted By Helen Drew, Friday, November 23, 2012

Software Support Blog: Exceeding Expectations

Recently Aileen posted another informative article based upon an interview with Tony Simmons, analyzing Support in severe cases. Across this year we have all read many news stories about technical failures and have seen the impacts these can have on businesses. Tony highlights what makes a Support case severe and walks us through the steps taken to resolve these urgent business issues. Worth a read: Support in Severe cases: Part 1

In Part 2 of this series, Tony talks us through a day in his as a Critical Support Engineer. With over 24 years’ experience at HP alone, Tony shares what is it like to work with some of the largest, and most critical, accounts for Software Support. Here is a brief extract from the article that may interest you, ‘Whilst only about 10% of Support cases are Severity One, we know it is these which can have the biggest impact on our customer’s business and when they need us most. Certain industries, such as financial services and telecoms can face serious fines and brand name damage if they suffer outages so we have everything in place to respond as quickly as possible.’ This article is another great insight into the Support team’s work.

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Tags:  HP Software Support 

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