Top Performers in Software Support Services

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
    • Sample Frame and Sampling Method
    • Respondents
    • Interviews
    • Questionnaire
    • Survey Schedule
    • Weighting
  • Definitions
    • Upgrades/Updates/Patches
    • Online Support
    • Telephone Support
    • Onsite Support
    • Remote Support
• Situation Overview
  • Introduction
  • Survey Findings
  • Figure: Overall and Vendor-Specific Average Satisfaction with Software Support Services
  • Figure: Overall and Vendor-Specific Average Frequency of Use of Software Support Services
  • Figure: Relative Importance of Software Support Services Offerings
  • Table: Order of Importance: Primary Methods of Delivering Support
  • Figure: Vendor-Specific Importance Versus Frequency of Use of Software Support Services
  • Figure: Vendor-Specific Importance of Versus Satisfaction with Software Support Services
  • Figure: Vendor-Specific Satisfaction with Versus Frequency of Use of Software Support Services
  • Analysis of Top-Performing Vendors
  • Figure: Likelihood of Recommending Software Support Services Vendor to a Colleague
• Future Outlook
• Essential Guidance
• Learn More
  • Related Research
  • Synopsis