||Supporting a product in an entire book by itself, but
there are some key principles to keep in mind.
Hire the Right People - Support people need
several key skills, including being good communicators and
having good technical skills, but more importantly, they
need to be good, logical troublshooters.
Build Support Infrastructure - Don't neglect the
proper support infrastructure, such as phone systems with
ACD, email aliases, call tracking and escalation, and
having dedicated support hardware for reproducing
Integrating with QA (pre & post release) - A
key use of support resources is to integrate with the QA
organization to assist in product testing. In
addition, the support group will be feeding bug reports
directly to QA over the lifetime of a product, so a good
working relationship is key to success.