Max is a startup software engineer. He seeks to use what he has learnt as a startup founder and tech community leader to solves hard problems with innovate products or services.
Yes your correct and there's something called ITIL or a similar framework of delivering IT services for big companies.
To start off so far, I had seen is that you could offer monthly support packages with just email support and basic reports of activities you had done for lowest tier support.
When it is the highest tier requires more human touch like response time of a specific level of the incident to resolve it within x number of hours or 24/7 on call.
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Yes your correct and there's something called ITIL or a similar framework of delivering IT services for big companies.
To start off so far, I had seen is that you could offer monthly support packages with just email support and basic reports of activities you had done for lowest tier support.
When it is the highest tier requires more human touch like response time of a specific level of the incident to resolve it within x number of hours or 24/7 on call.