Support
Reliable L1–L3 support with clear SLAs, proactive maintenance, and transparent operations.
L1–L3 support with clear SLAs, proactive maintenance, and transparent ticketing.
What We Do
- Ticketing system management with structured escalation paths
- L1 (first response), L2 (technical), and L3 (engineering) support tiers
- Preventive and corrective maintenance scheduling
- Scheduled updates, health checks, and system reviews
- Emergency coverage and on-call support
Deliverables
- Ticketing and escalation procedures
- SLA documentation with response/resolution targets
- Monthly maintenance reports
- Health check summaries and recommendations
- Incident post-mortem reports
SLA / Response Model
| Metric | Target |
|---|---|
| L1 Response | < 30 min (business hours) |
| L2 Response | < 2h (business hours) |
| L3 Escalation | < 4h (critical) |
| Emergency | 24/7 on-call available |
Security by Default
All support access follows least-privilege principles with session logging. Remote access is secured and auditable.
Tooling & Technology
Jira Service Management
Freshservice
Zabbix
Remote access tools
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