This report examines the approach by 9 technology vendors to offer Contingency Support services. This report is available to ServiceXRG Enterprise Success members only. Last Updated July 2018.
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Contingency Support services are provided to assist customers with activities that may fall outside of standard support hours or are provided on an as-needed basis. Many companies handle these types of customer needs through account management or add-on services.
The account management approach requires customers to pay for a technical resource on a full or part-time basis. This resource may be called upon to assist with service needs as they arise. Alternatively, customer may purchase an add-on service on a time and materials bases, for a fixed fee, or by using available service credits or points. Common approaches to meeting contingency based customer needs are described for 9 technology vendors including offers and pricing.
About this Report
This report was compiled based on publicly available resources and is believed to be accurate as of the date of the last update. If you believe that information within this report is incorrect or out of date please let us know so that we can investigate and revise.