Copyright Goodheart-Willcox Co., Inc. 830 Computer Service and Repair call center located in a foreign country because the wages may be far less than if the same service was provided locally. A software or hardware company may fi nd it more cost-eff ective to outsource level-one support and opt to provide level-two support on a local basis. All common or routine problems encountered by customers or clients can be answered by the outsourcing service. Problems requiring a level-two technician are reserved for the company at the local location or authorized service centers scattered across the United States and around the world. For example, the ABC Laptop manufacturer has all client and customer support requests directed to an 800 number or e-mail support. Th e fi rst level of support is pro- vided by the outsource company XYZ Corporation located in Bombay, India, but au- thorized to represent the ABC Laptop manufacturer in the United States. Th e XYZ Corporation handles all routine calls and provides help to customers. Th ey cover the basic problems and talk customers through the process of verifying that ■ power LEDs are lit ■ all cables are connected and ■memory has been reset. Th ey may also talk the customer through the procedures for using the support CD to reinstall the operating system and through other basic tasks. If the problem cannot be resolved, the outsource support company forwards the problem to the ABC Laptop manufacturer. Th is is when more sophisticated troubleshooting diag- nostics are required or the actual physical replacement of hardware items. Th e cus- tomer is provided an address for mailing in the laptop or a pickup ticket for FedEx, UPS, or similar service. Th e laptop is then delivered to the ABC Laptop manufacturer for diagnostics and repair. Frequently Asked Questions (FAQs) Most businesses have a Frequently Asked Questions (FAQs) section posted on their websites. Th e FAQ section is designed, as the name implies, to answer the most commonly asked customer questions and inquiries. Th is is a valuable tool that can help save many hours of customer support. It is especially valuable if the company or business does not have technical staff available 24 hours a day. Large companies typically have a very extensive FAQ section on their websites. One such company is HP. See Figure 24-5. Goodheart-Willcox Publisher Figure 24-5 HP provides a printer solution FAQ web page that addresses the most commonly asked questions concerning printers.