What We Do
Level 1 Support (24/7)
Our L1 support engineers keep a close eye on initial notifications to be sure we can respond immediately. If issues concerning low network performance, application stability and others arise, the team will analyze the information, and determine the best way to resolve a problem.
Our L1 services cover:
- Basic support and troubleshooting
- System availability and performance monitoring
- Back-office activities: modifying accounts, password resets, communication with end users
If necessary, our L1 engineers escalate tickets to Level 2 or Level 3 support.
Level 2 Support (24/7)
If the issue doesn’t require changes to the source code, our L2 engineers will restore the system as quickly as possible.
Our L2 engineers can:
- Configure servers
- Deploy monitoring systems
- Move IT infrastructure to the cloud
- Provide DevOps services
If the system malfunction is caused by issues in the source code, the support request will be assigned to a Level 3 engineer.
Level 3 (L3) Support
Our L3 engineers will provide expert troubleshooting of complex technical issues such as:
- Fixing bugs
- Performing audit and code review
- Updating legacy apps
- Implementing new features
What You Get
Flexibility
Thanks to the multi-faceted capabilities of our Customer Care team, our support engineers provide an individual approach and a variety of engagement models that can be adjusted to your business needs and meet your budget objectives.
Scalability
Our team strives to better support customers at scale. We follow our own Compliance Matrix and Service Level Agreements to deliver solutions that are easy to expand and configure.
Proactive Monitoring
With our software maintenance and support services, you can get a thorough view of the health of your networks, applications, and security infrastructure before vulnerabilities occur.
Swift Incident Management
We help keep your enterprise prepared for unexpected disruptions, fix them ASAP, and return your solution to an operational state.