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Production Support Document - Sample - Stealthlabs - Stevie Award

The document provides a template for a production support document for technical support operations with sections covering the support team overview, support hours, communication channels, ticketing system, incident classification, knowledge base, tools, monitoring and alerting, remote assistance, training, customer interaction guidelines, performance metrics, knowledge sharing, documentation standards, security measures, feedback mechanisms, and emergency response plan.

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Veritis
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9 views4 pages

Production Support Document - Sample - Stealthlabs - Stevie Award

The document provides a template for a production support document for technical support operations with sections covering the support team overview, support hours, communication channels, ticketing system, incident classification, knowledge base, tools, monitoring and alerting, remote assistance, training, customer interaction guidelines, performance metrics, knowledge sharing, documentation standards, security measures, feedback mechanisms, and emergency response plan.

Uploaded by

Veritis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Certainly!

A production support document for tech support operations is crucial for ensuring smooth
operations, efficient issue resolution, and effective communication. Below is a template you can use
as a starting point:

# Tech Support Operations Production Support Document

## Table of Contents

1. **Introduction**

- Purpose of the Document

- Scope of Tech Support Operations

2. **Support Team Overview**

- Team Structure and Roles

- Team Members and Contact Information

- Name

- Position

- Email

- Phone

3. **Support Hours**

- Normal Business Hours

- After-Hours Support

- Weekend Support

4. **Communication Channels**

- Primary Communication Platform (e.g., Slack, Microsoft Teams)

- Secondary Communication Channels (Email, Phone)

5. **Ticketing System**

- Ticketing System in Use


- Access Information

- Ticket Logging Guidelines

6. **Incident Classification**

- Categories of Incidents

- Severity Levels and Response Times

- Escalation Procedures

7. **Knowledge Base**

- Documentation Repository

- User Guides and FAQs

- Troubleshooting Documentation

8. **Tools and Software**

- List of Tools Used for Support

- Access Information for Support Tools

9. **Monitoring and Alerting**

- Monitoring Tools in Use

- Key Metrics and Thresholds

- Alerting Mechanisms

- Escalation Procedures for Alerts

10. **Remote Assistance**

- Remote Support Tools

- Procedures for Remote Assistance

- Security Measures for Remote Access

11. **Training and Skill Development**

- Training Programs for Support Staff

- Skills Matrix
- Continuous Learning Initiatives

12. **Customer Interaction Guidelines**

- Communication Etiquette

- Handling Difficult Customers

- Proactive Communication Practices

13. **Performance Metrics and Reporting**

- Key Performance Indicators (KPIs)

- Reporting Frequency and Format

- Metrics Review Meetings

14. **Knowledge Sharing**

- Regular Team Meetings

- Knowledge Transfer Sessions

- Collaborative Platforms for Knowledge Sharing

15. **Documentation Standards**

- Standard Operating Procedures (SOPs)

- Template for Incident Reports

- Change Management Documentation

16. **Security Measures**

- Access Controls

- Data Protection Measures

- Compliance with Security Policies

17. **Feedback Mechanism**

- Customer Feedback Process

- Internal Feedback Mechanisms

- Continuous Improvement Initiatives


18. **Emergency Response Plan**

- Procedures for Handling Critical Incidents

- On-call Rotations and Contact Information

- Disaster Recovery Plan

## Revision History

Document Version | Date | Author | Description

--- | --- | --- | ---

### Notes:

- Keep this document up to date with any changes in team structure, tools, or processes.

- Regularly review and update the knowledge base and documentation repository.

- Foster a culture of collaboration, continuous improvement, and knowledge sharing within the tech
support team.

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