The role of technical support in the work of the cloud servers providers

The role of technical support is very important, especially in the case of support of a cloud servers providers. After all, the cloud provider ensures the performance of important IT processes of its customers.

Lack of timely technical support can lead to negative consequences:

• Disruption of orders

• Delayed payment of bills

• Loss of important customers or suppliers

• The deterioration of the company's reputation

Resource-service model is the relationship between various services and necessary infrastructure elements. Each component of such a model is defined by its own set of characteristics and links to other components.

IaaS or VPS cloud services include the following components:

• virtual infrastructure;

• virtual infrastructure management interface;

• network;

• backup of virtual machines;

• support.

IaaS or SSD cloud server services depend on the health of physical servers, storage systems, services of Internet providers and data centers that host the equipment of the provider.

If a malfunction occurs, the specialist follows his instructions. These instructions spell out the necessary actions. 

They can be either linear or branched, depending on the particular problem. The following types of incidents can be distinguished:

• parental

• infrastructure

• non-infrastructural

• typical

• atypical

• large

• minor

Depending on the type of problem, the method of solving it is determined. In the case of complex problems, a technical support officer can contact more experienced specialists.

User requests can come through various channels: telephone, e-mail, through the feedback form. Each treatment, as in the case of incidents, is assigned a number and a corresponding ticket is created in the Help Desk system. The purpose of the Help Desk system, in addition to eliminating the loss of requests from customers, as quickly as possible to solve the problem or to perform a user request. This primarily affects the ultimate customer satisfaction. If applications are resolved in accordance with the expectations of consumers of services, then customers will be satisfied and will not look for another provider.