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This is how the tasks are distributed. Now, a few words about the problems themselves.

The first thing that technical support should definitely do is monitor the site's operation. That is, track how accessible all the options are, what the key indicators are (processor load and system memory), whether the project interacts correctly with external systems, that is, with payment services, mail, etc.

Problems should be reported not by users calling by phone, but by the first line of technical support or a monitoring system.

The second thing that technical support christian churches email list does is to eliminate incidents and study their causes in order to prevent critical situations from recurring. Plus, the responsibilities of such specialists may include interaction with the hosting provider, scheduled equipment checks, data collection and storage, and control of the configuration storage server, as well as other tasks.

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Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC

Over the past 7 years, we have conducted over 23,000 comprehensive website audits and I have learned that all of us as leaders need clear and working algorithms for our marketing and sales.

Today we will share with you 6 of the most valuable documents that we have developed for our clients.

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Step-by-step guide to creating marketing KPIs
Template for calculating KPIs for a marketer

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How to make KPI for the sales department so that profits grow by 20% or more?
Step-by-step template for calculating KPIs for OP managers

Checklist of 12 main indicators for website promotion
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3 ways to organize technical support for a website
What technical support does is clear. Now it remains to figure out how it can be organized. There are different ways:

Full in-house, i.e. inclusion of all technical support staff in the staff

In terms of reliability, this is the best option, because you yourself provide access to servers and systems, control each specialist. All work is carried out jointly, the team writes runbooks, that is, regulations for actions for certain cases (from the English "runbook"), you develop escalation schemes together. However, in this case, organizational problems are also your concern, including the distribution of tasks, and the preparation of a duty schedule, and much more.

Methods of organizing technical support for a website

Partial outsourcing

For example, you include the third support line headed by the department's technical lead in the staff, and the first and second lines are handled by an external contractor. In this case, drawing up shift schedules is not your concern. But then you will have to take care of organizing the most effective interaction between your own and external specialists. Think about how escalation will be carried out, documentation will be generated, information about changes on the site will be transferred, etc.

Full outsourcing

There are a number of undeniable advantages to this approach. Firstly, you don’t need to think about creating a work schedule and distributing responsibilities between specialists.

Secondly, there is no need to deliberately train someone from your team and worry about whether people will cope with the tasks. All the work will be done by competent specialists, you just need to initially choose a reliable contractor.

Thirdly, any problems are handled by professionals, they will monitor and control the work of the resource, keep track of the relevance of the schemes, etc. In general, the outsource team has more experience and tools to provide full information and technical support for the site. Just approach the choice of a partner responsibly, do not trust your resource to the first one you come across.