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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Yet the tiered support model provides no guidance for technical and application specialist groups participate in front line support; instead, the model calls for an escalation and filtering of issues to tier 2 and 3. Tiered support results in queues, work in progress, and backlog.
https://en.wikipedia.org/wiki/Technical_support
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services.
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx
Paul examines the challenges of a tiered support model in Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. In order to do this, silos that are characteristic of most IT organizations have to be bridged. The resources most able to address the issues must have visibility to these issues.
https://technical.buildingsmart.org/community/model-support-group/
Model Support Group (MSG) The Model Support Group (MSG) is a team of international experts from buildingSMART membership that builds and maintains buildingSMART data model standards. The MSG is primarily responsible for the development and maintenance of the IFC schema and related specifications and tools. In general, the main objective of the MSG is to continuously…
http://support.sas.com/resources/papers/proceedings10/177-2010.pdf
Building a successful support model is an art not a science. What works for one company may impede wide acceptance for another. One knows it’s successful when adaptation is growing and the business community is focused on the information obtained from the tools. If the support model is working, nurture it. If it’s not working, change it ...
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
Tiered Customer Support is Dead (And Why That's Good for Business) ... There are a large number of issues with this approach to technical support, and we are seeing more and more companies ...
https://www.fema.gov/hazus-mh-user-technical-manuals
To download the Hazus User and Technical Manuals for the Earthquake, Hurricane, Flood, and Tsunami models, or to view additional Hazus manuals and release notes, please visit our Hazus User & Technical Manuals archive page. The User Manuals are designed to support model functionality, while the Technical Manuals provide detailed information about how the models work and how
https://www.windley.com/docs/Tiered%20Support.pdf
Technical Support Customer Support Internal External Illustration 2: Tiered Support Model Tiered Support Tiered support provides a model for providing high-availability service products in a networked environment. In the tiered support model, organizational functions are placed in an escalation hierarchy with clear lines of demarcation between
https://www.energycodes.gov/sites/default/files/documents/BECP_Technical%20Support%20Document%20for%20Version%20391%20of%20the%20COMcheck%20Software_Sept2012_v00.pdf
provide technical documentation for features specific to the supported codes and for any changes made for state-specific codes that differ from the standard features that support compliance with the national model codes and standards. Beginning with COM
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