What Are Managed Support Services?

Charles Eberhardt, Director of Support
August 1, 2022

These days, it is no exaggeration to say that our society depends on keeping our software up and running. That is why there is such a huge demand for IT consulting and managed support services. Every year, people spend more than $525 billion on IT services in the United States alone.

To keep up with all this demand, IT consulting employs more than 2.3 million people around the country! By all appearances, this industry will continue to grow. One big contributor to its growth is the explosion of managed support services.

Many people are still unaware of what managed support services are. However, that will not last long. They will soon become ubiquitous and one of the top choices for businesses that need information technology experts to help them.

What Are Managed Services?

So, what are managed support services, and what makes them so great? The phrase "managed support services" is often used to describe a variety of different offerings. However, the essential idea is the same. Instead of relying on in-house technology experts, you can find a third-party provider for all your support needs.

Each product and niche market has a different way to describe what it really means. The general definition as accepted by Wikipedia doesn't offer much clarity: "Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions, ostensibly for the purpose of improved operations and reduced budgetary expenditures through the reduction of directly-employed staff."

At Triarc, we prefer to describe the support lifecycle as three distinct tiers of RightAngle support. This helps us better evaluate the customer's ability to provide support at the three different tiers and identify the gaps in delivery to their business users. This support lifecycle also provides clarity to the idea of RightAngle-specific managed support services.

Triarc Managed Support Services Tiers

Tier 1 RightAngle Support is the front-line desk help who are intaking issues and spending limited time attempting to resolve them. For RightAngle, this means someone on the customer-side typically triaging and spending less than 30 minutes investigating problems. If they are unable to solve it, the issue then moves to Tier 2 RightAngle Support. This is where Triarc fits into the equation.

Tier 2 RightAngle Support is the advanced support providing functional and technical system expertise.Triarc's Tier 2 RightAngle Support will debug core and custom code, propose data repair or custom code fixes, and offer functional guidance for issues which simply need a minor change in the application. We also offer training to the end users and educate the Tier 1 Support team, ensuring they are learning the application through our engagement.

Tier 3 RightAngle Support is the vendor's bug-fix only support for the core software. They do not answer any questions about the application or how to use it, and they only interact with repeatable core bugs.

This three-tier model helps differentiate the key owners throughout the issue lifecycle and define what deliverables you can expect from each party. It enables quality Tier 2 RightAngle Support services to build up the Tier 1 team and delivers confidence to the business users interacting with them.

Triarc Solutions Managed Services for Tier 2 RightAngle Support

Work with the Best Managed Support Services Provider

In an increasingly competitive employment market, it is becoming challenging to find support resources with existing RightAngle experience. Many software providers only provide a minimum level of support, regardless of the fee they charge to do so.

Triarc RightAngle Support offers an alternative to this model by providing expert support at lower costs than full-time employees. In the remote work world, it is easier than ever to plug in external, remote resources to your business in a natural and easy manner.

Understanding the Value of Managed Support Services

Managed support services provide your organization peace of mind knowing that, whatever challenge your RightAngle team faces, you can rest assured there is help available. Triarc Support can get your RightAngle support into a more stable and predictable cost structure which includes experts in the application. Log your issue today or contact us for a consultation so we can help you love RightAngle again!

Share this post with your friends!