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Technical support that fixes it the first time

Multi-tier technical support — Tier 1, 2 and 3 — delivered by certified agents who follow your knowledge base, work in your tools and keep your users up and running.

Set up my tech support → See our support tiers
Tier 1Tier 2Tier 3
Multi-tier support

The right expert at the right level

Simple questions are solved quickly at the first line. Complex issues move up — with every detail — to specialists who can fix them.

Select a level to see what it covers

L4 · Your team

Your engineering & product teams

When a fix needs a code or product change, we hand it over with a clear, reproducible escalation — so your engineers can act fast.

Typical cases

  • Reproducible bug reports
  • Logs, steps & screenshots
  • Customer impact summary
  • Follow-up until fixed

Skills & tools

Clear escalation templatesAgreed hand-off process
Tier 3

Expert & escalation support

Complex, high-impact cases handled by specialists who work closely with your product and engineering teams.

Typical cases

  • Complex or rare faults
  • System-level issues
  • Root-cause analysis
  • Bug investigation

Skills & tools

Deep product expertiseRoot-cause analysisTechnical documentation
Tier 2

Advanced troubleshooting

Deeper diagnosis for issues that need more technical knowledge, tools and time than a first-line answer.

Typical cases

  • Configuration problems
  • Connectivity & integration errors
  • Account & data issues
  • Device diagnostics

Skills & tools

Log analysisRemote assistanceReproducing issues
Tier 1

First-line support

Fast, friendly answers to common questions and guided troubleshooting — resolving most issues on the first contact.

Typical cases

  • Log-in & password help
  • Set-up & installation
  • How-to questions
  • Known issues & workarounds

Skills & tools

Clear communicationKnowledge-base searchGuided troubleshooting
How we resolve issues

From ticket to fix — without loose ends

A consistent process for every request, so issues are solved faster and nothing falls through the cracks.

Log & triage

Every request is logged, categorised and prioritised by impact.

Diagnose

Agents follow your knowledge base and diagnostic steps to find the cause.

Resolve or escalate

Fix it on the spot — or escalate with full details to the right tier.

Confirm & close

We confirm the fix with the user before the ticket is closed.

Learn & improve

New solutions are added to the knowledge base for next time.

What we support

Technical expertise across your products

We learn your product inside out and support your users — whatever technology they need help with.

Software & SaaS platforms

Help for users of your web platform, desktop software or SaaS product — from onboarding to bugs.

Onboarding & set-upFeature how-tosError messagesIntegrationsBug reporting

Devices & electronics

Troubleshooting for smartphones, laptops, wearables, smart home and other connected devices.

Device set-upFirmware & updatesPairing & syncWarranty triageRepair routing

Networks & connectivity

Support for internet, Wi-Fi, routers and telecom services — at home or in the office.

Connection issuesRouter configurationSpeed & performanceService activationOutage communication

Apps & user accounts

Fast help with logins, accounts, payments and in-app problems for mobile and web apps.

Log-in & accessAccount securityPayments & subscriptionsApp errorsData & privacy requests
Process & quality

Built on process. Measured on results.

Proven methods and clear metrics keep your technical support fast, accurate and easy to manage.

How we work

The methods and workflows our technical teams use every day.

remote assistancescreen sharingticket workflowsknowledge basediagnostic checklistsescalation templates

What we track

The KPIs we report on — agreed with you at the start.

First-contact resolutionSolved without follow-up
Time to resolutionFrom ticket to fix
Escalation rateCases moved to higher tiers
Customer satisfactionRated after every case
Backlog healthOpen tickets by age
Knowledge coverageIssues with documented fixes
FAQ

Questions about technical support

What’s the difference between Tier 1, Tier 2 and Tier 3?

Tier 1 handles common questions and guided troubleshooting. Tier 2 takes on issues that need deeper diagnosis. Tier 3 specialists handle the most complex cases and work closely with your product and engineering teams.

Can you work with our ticketing system and knowledge base?

Yes. Our technical teams work in your ticketing, remote-support and knowledge-base tools, following your processes and escalation rules.

How do you learn our product?

We run product training with your team, study your documentation and known issues, and build troubleshooting guides together before go-live — then keep them up to date.

Can technical support run 24/7 and in multiple languages?

Yes. Technical support can be combined with our round-the-clock coverage and multilingual teams.

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Let’s keep your users up and running

Tell us about your product, your users and the support levels you need — we’ll design a technical support team around them.

Request a technical support proposal →