As shown in the graph, the system of technical support is divided in six groups: Problem, Ticket System, Communication, Knowledge Base, Development and Testing.

     A core of technical support is, however, composed of the four following groups: Problem, Testing, Ticket System and Development. Essentially, technical support is provided in the following way. First, the user identifies a system error, a problem or impossibility of executing a certain business function (Problem); after communication with the IT Team, testing is conducted in order to verify and reproduce the event that causes a problem to the user (Testing); after that, Ticket is reserved for the reported problem through which the user and other Forum members can track the status. The final step is Development, which operates exclusively in line with Ticket and resolves the problem. After a successful problem solution, the correction or upgrade is incorporated in the subsequent release of the IT Navigator, which is available on our server via automatic updating, so that all registered users, who have duly paid for the maintenance are entitled to receive corrections and upgrades.

Problem

     Problem means only the performance of the IT Navigator Program Package which is contrary to the operating features described in user instructions or some other publicly available documents accompanying the IT Navigator. However, from our point of view, problem occurs also if are not able to execute a certain business function. It is just the reason for which our technical support exists and its task is to solve your particular problem.

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"Ticket" system

     The Ticket System itself is a system based on a ticket, i.e. card which is the identifier of a certain problem or upgrade for the purpose of an easier tracking and managing the problems and upgrades. Each error in the IT Navigator Program Package is always allocated a ticket and it is a priority for the IT Team members. In case an upgrade is needed, it is necessary first to consider the request to verify whether the request can be fulfilled, i.e. whether it disrupts or the vertical orientation of the IT Navigator, depending on whether the upgrade is allocated a ticket or is rejected.

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Communications

     Communication is divided in three groups:

1. Communication with users
2. Internal communication (among IT Team members)
3. Communication among the users themselves

     The communication with users is a form of communication through which you, as the user of the IT Navigator, can establish a contact with the members of the IT Team by a telephone call, e-mail or a Forum for the purpose of solving a problem or clarifying certain functions of the IT Navigator. Our goal is to ensure, to the greatest possible extent, that the entire communication is transferred to the Forum because this would enable other users to participate in the dialogue or acquire new skills in the process of solving a problem encountered by another user of the IT Navigator Program Package.

     The internal communication is a form of communication in which the members of the IT Team communicate among each other in order to solve, in a most efficient way, a problem of request of the user of the IT Navigator. The primary way of communication is via Forum and the internal Ticket System, which allows for tracking of each user request or error in the program itself until its realization.

     The communication among the users is a form of communication which is conceived to ensure that the users are able to communicate among each other via Forum and private messages in solving certain problems.

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Knowledge Base

     The Knowledge Base is composed of all written instructions accompanying the IT Navigator (installed assistance system, the catalogue of the software itself and its modules) as well as the content of the forum intended for users in which they can take an active role. The entire work flow, i.e. the system of technical support provision is designed to ensure that (the figure above) its result is filed away in the Knowledge Base so that other users could also benefit from it by obtaining the requisite information in the shortest possible time.

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Development

     Development is the essential part of not only the existence of technical support, but also for the life of an Application, such as IT Navigator. One part of Development refers to rectification of the irregularities identified by the testing team, as well as of the errors identified by users. Yet, the largest part refers to the development of new options (possibilities), business functions that enable even more comfortable work of our users in the IT Navigator. Some of those improvements are initiated by the users themselves, while most improvements, viewed in percentages, are initiated by the IT Team members themselves, because our goal is to improve our strategic product on an ongoing basis.

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Testing

     Testing, as part of technical support, plays a very significant role. Not only they have to reproduce the problem encountered by a user, but they also have to perform a detailed testing of each new option installed in the IT Navigator in order to eliminate all possible problems that remained undetected during the development, and to ensure that a user avoids subsequent problems.