Across
- 3. process of involving a higher level of expertise when a support issue cannot be resolved at the initial level
- 5. a formal contract that outlines the expected level of service performance between a service provider and a customer
- 7. a service that provides support and assistance to users experiencing technical issues or needing information about products and services
- 8. process of diagnosing and fixing problems, particularly in technology or equipment
- 11. an event or unplanned interruption that disrupts normal operations or quality of [IT] services
- 12. the solution to a problem, particularly in the context of tech support
- 14. amount of time it takes for a help desk or tech support to reply to a user's request for assistance
Down
- 1. an indication or sign of a problem, often used to help diagnose issues in technology
- 2. computer or system that provides data, resources, or services to other computers (clients) over a network
- 4. written materials that provide instructions and information about a product or service
- 6. assistance provided to users for troubleshooting and resolving issues with computer hardware, software, networks
- 9. the point of interaction between a user and a computer or software
- 10. computer or application that accesses services provided by a server in a network
- 13. group of interconnected computers and devices that can communicate and share resources with each other