SANTOS, C. J.; SANTOS, Celso Jonas.
Resumen:
A software life-cycle does not end with the completion of the source code. After making a software product available, the software developer is often required to provide technical assistance in order to guarantee software operability in the user's environment and working conditions. Despite the importance of such services, this activity is scarcely referenced in literature. This dissertation identifies and discusses assistance services, also known as technical support, to software users within the life-cycle of market available software. Guidelines for the design, organization and management of a support unit providing technical assistance by telephone are presented. A software application to manage incoming technical support telephone
calls was also developed.