What makes our technical support service reliable

• With the profound experience in software development, IT consulting, QA, IT infrastructure services and more, we go far beyond just following the instructions on how to address software issues. We understand software from the inside and apply this knowledge to design help desk processes and address software issues efficiently.
• We adjust our support services to every user category, from novices to experts. We solve minor issues reported by new users and offer trainings and webinars that help to quickly adopt new software. For experienced users, we provide the investigation and quick resolution of non-trivial issues.
• To encourage further self-support, we create a knowledge base with the content tailored for every user group: from beginner guides to articles on how to solve complex issues.
• We ensure successful cooperation of our help desk specialists with software developers, network and application administrators, QA team members and other professionals, both in-house or external, to guarantee that each issue is investigated and handled by the relevant specialist.

To quickly assign a service ticket to a specialist with the right set of expertise, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle.
L1 support.Our help desk specialists answer questions about software usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.
L2 support.We help to resolve the issues of software configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed. We are also ready to offer combined.
L3 support.As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.