Service & Support
It is impossible to launch a product without first having set up the service and support properly. The form of service and support is dependent on de market, the product and the legal issue.
1st Level
Generally you should deliver local support on 1st level. This means that end-users need to have the possibility to contact your company in their local language.
2nd Level
The second level is more advanced. It consists of professional support for the end-users. It is really cost intensive to have 2nd level support in every country you operate. Sometimes you can fulfill this type of support with the five (three) main European languages (English, German, French, Spanish, and Italian)
3rd Level
The third level is the most advanced level. If your end-users need assistance on this level, they can contact the technical department of your head office. There is no necessity to offer 3rd level support in a local language nor is local presence required.
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