Production support is the practices and disciplines of supporting the IT systems/applications which are currently being used by the end users. A production support person/team is responsible for receiving incidents and requests from end-users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. These teams may include developers, system engineers and database administrators.
In order to understand the importance of production support, one needs to take a few factors into account.
From the factors listed above, one can see that the way in which production support is managed is extremely crucial.