Common Attributes in Support Tiers

Date: July 22, 2015

Author: Julia Stegman

Review this document to assess how your support offerings compare with the industry.
  • Are each of your support tiers more or less robust? 
    • How many support tiers do hardware companies offer? 
    • What are the attributes/deliverables that are commonly offered in each support tier?
  • How do your hours of coverage compare?
    • In which tier is 24x7 coverage hours introduced?
  • Is your pricing at, above, or below the market?
    • What pricing methodologies are used to price support contracts?
    • What is the percentage of product applied to each support tier?

Applicable Disciplines:
Service Revenue Generation

premium support, support tier, platinum support, mission critical support, maintenance and support, service offer, service offer development

Functional Areas:
Finance,Marketing,Operations,Partner Management,Research,Sales,Service Delivery,Strategy

Enterprise IT and Telecommunications,Healthcare and Healthcare IT,Industrial Equipment