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