What is the difference between consulting and customer support?
Consulting/implementation:
- Paid service
- Primary contact during implementation
- System configuration based on customer requirements
- Revision and reconfiguration for existing customers
- Client training
- Integration/data import/data migration
- Custom development requests – analysis, testing, internal development project coordination
Customer support:
- Primary technical service to clients:
- Resolving basic technical issues (L1 support)
- Online Chat – basic technical support
- Resolving application outages
- Client Zone troubleshooting and access issues
- Resolving all error messages (error 500, 403, etc.)
- Solving "where can I find" queries or queries related to general application settings
- Providing a reference link to available documentation for comprehensive how-to questions
- Assisting clients reporting bugs, custom branding, and custom development request
- Assisting in case of client's server issues (paid service if Server Support L2 engagement is required)
