Traditionally technical services are born out of the need to fix the headaches and remove the friction with initial product implementation in early stage companies. It’s an afterthought more often than not delegated to the engineering team right after FCS (First Customer Ship). With the first enterprise or global customer and their locations for example in San Jose, London, Hyderabad and Tokyo they are rechristened “global” and local hiring or partners are recruited. When open cases grows to multiple weeks, customers start calling the CEO, and deals are in trouble, management brings in a Customer Support manager to bring some order to the evolving chaos. The model implemented is based on customer contact from any one of several channels, getting the incident to the right person, monitoring the metrics, defining and resolving the issue.
