Guide
Support should fit the business it serves. A small business needs a helpdesk that answers quickly, with clear ownership of each question, and short how-to answers for everyday tasks.
A mid-sized business needs a named customer manager who knows how it works, regular reviews and an improvement plan. A large organization or public body needs specialists assigned to its applications and integrations, with change control and release planning.
In every case, issues are logged with an owner, changes are approved before they're made, and upgrades are tested before they reach you.
Sound familiar? Tell Brad about your business, and we'll start from what you've just read.