The simple truth is that is you invest in an enterprise Social Business platform and it has been properly implemented and tested, then there should be very little day to day support required over and above your normal IT infrastructure processes.
Accordingly we charge for technical support on a T&M basis with agreed credits that our clients draw down on and which are reviewed by their account manager each quarter and adjusted accordingly
In the early days of a platform deployment there is very often a mission critical need to have a high degree of vigilance over platform usage an adoption – what is working and what is not working. Accordingly we offer a hands on service support based on analytics and then consultancy to address issues or to spot and exploit emerging trends. This service is customised to suit client skills, culture and resource.