High Quality Content by WIKIPEDIA articles! Support automation - is the name given to software platforms designed for technical support and service organizations to address problems and to achieve lower mean time to repair (MTTR) by automating problem prevention and resolution processes. Support automation involves the building of a knowledge base of known issues and their resolutions to support incidents with delivery mechanisms. A service automation platform includes a suite of support solutions including proactive support, assisted support and self support. With automated support, service organizations can deliver 24x7 availability to their customers by monitoring alarms, identifying problems at an early stage and resolving issues before they become problems. Automated assisted support enables remote access to sites that need instant problem solving. By automating the collection of information of devices and applications coexisting with the supported application, problems can be quickly detected and fixed.

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