Inbound · Technical support
Tier 1 fixed on first contact, tier 2 escalated with the diagnostics attached
A trained support team on your phone, chat and email channels, working the runbook your engineers wrote with us. They resolve what the runbook covers on the first contact, reproduce and document what it does not, and hand your engineers a ticket they can start diagnosing — with logs, environment details and what has already been tried. SLA timers are watched around the clock, not when someone checks the queue in the morning.
70%
Cross-industry average first-contact resolution; 80% and above is world-class
SQM Group, Nov 2025
What is agreed before the first ticket is worked
Six things settled with your support lead and your engineers in week one. Together they decide where tier 1 ends and how a ticket reaches the people who can fix it.
Tier 1 resolved on contact, tier 2 escalated with full diagnostics
01
Tier boundary
Exactly what tier 1 resolves and what tier 2 reproduces, written into the runbook so an agent never guesses whether a ticket is theirs.
02
Runbook
Access and MFA resets, permission changes, configuration questions and known-issue workarounds, each as steps an agent can follow and QA can check.
03
Severity and SLA
Your severity definitions and the response and resolution target for each, with timers watched 24/7 and breaches-in-waiting escalated before they happen.
04
Escalation path
Where each severity goes — a queue, a Slack or Teams channel, or a page to your on-call engineer — with a fallback for every route.
05
Diagnostics
The format your tier 3 team asks for: reproduction steps, account and environment details, logs, screenshots and what has already been tried.
06
Access
Least-privilege roles you create in your helpdesk, admin console and paging tool. Every action is logged in your systems, not ours.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Ticket and runbook review
Week 1
Your support lead walks us through ticket categories, severity definitions, SLAs and the escalation path. We agree the tier boundary and what counts as resolved.
Step 2. Runbook, access and product training
Weeks 2–3
The runbook is written with your engineers and signed off. Least-privilege roles are created. Agents train on your product and admin console, in a sandbox where you provide one.
Step 3. Pilot with live QA
Week 4
Usually overnight and weekend cover, or a single channel. Every resolution is scored against the runbook and every escalation is reviewed with your support lead.
Step 4. Expand and report
Week 5 onward
Channels and hours expand as resolution and escalation quality reach the pilot targets. Weekly report on resolution, escalations and SLA, and a monthly service review.
What you receive
Tier 1 tickets resolved on first contact against your runbook, logged to the right category
Tier 2 escalations with reproduction steps, environment details, logs and what was tried
Severity and SLA timers watched 24/7, with on-call engineers paged by the rules you set
A known-issue list kept current from ticket trends, and knowledge-base gaps flagged as found
Weekly report: first-contact resolution, escalation rate, SLA attainment, volume by category
QA scorecards on 5% of contacts, open to your support lead
Asked about technical support
The questions this service raises on the first call.
Where does tier 1 end and tier 2 begin?
Where your runbook says it does. Tier 1 is everything the runbook resolves: access and MFA resets, account and permission changes, configuration and how-to questions, known-issue workarounds. Tier 2 is reproduction and diagnosis — confirming the fault, gathering logs and environment details, checking known issues — before a ticket reaches your engineers. The boundary is agreed in week one and moves as the runbook grows.
Which ticketing tools do you work in?
Yours. Agents work inside your existing helpdesk or ITSM platform and your paging tool, with least-privilege roles you create, so tickets, notes and metrics stay in your system. Where a channel or monitoring source needs connecting to the queue, our development team builds the integration and the source goes into your repository.
What does an escalated ticket look like when it reaches our engineers?
It carries reproduction steps, the account and environment, logs, screenshots and a record of everything already tried, in the format your tier 3 team specifies in week one. The aim is that an engineer starts diagnosing, not asking questions. Every escalation in the pilot is reviewed with your support lead to hold that standard.
Can you cover nights and weekends only?
Yes, and it is where most clients start: the SLA risk is highest overnight and your own team is thinnest. We staff 24/7 across US, UK and EU time zones, so the same team can extend to full cover once the pilot has proved the escalations are worth trusting.
How do agents learn a complex product?
From your product, admin console, runbooks and top ticket categories in weeks two and three, in a sandbox where you provide one. The pilot starts on a narrow scope, and scope widens only as first-contact resolution and escalation quality meet the targets agreed with you.
Usually run alongside
Get a quote for technical support.
Technical support is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.