文档介绍：软件售后服务方案篇一:售后技术支持和服务方案服务方案 ·················································································4 业务支持和维护····································································································4 问题解答················································································································4 故障处理·················································································································5 ·····························································································6 客户满意度··············································································································6 问题解决时间··········································································································6 ·························································································7 主动服务与被动服务有机结合···············································································7 7*24小时“日不落”服务响应···············································································8 ·················································································9 服务响应方针··········································································································9服务响应时间·········································································································9 ································································································10 保修期内服务承诺····································································································10保修期后服务承诺··································································································10其他服务承诺··········································································································10 本方案设计者从业主方的实ss际需求出发,全面清晰的描述了售后服务范围,制定了高标准的服务目标,建立了反应迅速的服务体系和服务团队,以保障有力的服务方式,提供7*24小时及时专业真诚的“日不落”服务响应。同时,设计者充分考虑售后服务与技术支持工作的难度