Product and Technical Support
Template
Product & technical support template will help you better organize all the products that need technical support more easily to improve your support time and customer management.
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Template structure
See how this template is structured. As this is just an example, you can customize it.
Start form
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1. Product
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2. Customer name
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3. Phone
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4. Email
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5. Issue description
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6. Product serial number
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7. Purchase date
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8. Warranty due date
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9. Notes/Additional information
Initial assessment
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1. Initial assessment assignee
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2. New issue?
- Yes
- No
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3. If you answered "no", describe how to solve the issue.
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4. Problem technical details
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5. Resources needed
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6. Root cause
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7. Is the product still covered by warranty?
- Yes
- No
Technical analysis
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1. Technical analysis assignee
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2. Priority
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3. Solution
- Repair
- Replacement
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4. Are spare parts needed?
- Yes
- No
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5. If you answered "yes", list the requested parts.
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6. Spare parts cost
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7. Estimated conclusion date
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8. If out of warranty, will there be additional cost?
- Yes (fill in the field below)
- No
Customer approval
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1. Await customer's reply. If the service is declined, fill in the field below and move the card to the "Archived" phase.
Testing
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1. Is the product properly working now?
- Yes. Move to "Done".
- No. Move to "Archived"
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2. Attach proof of test/repair.