Round-The-Clock Technical
Support

We ensure uninterrupted work of your IT projects, troubleshooting and documentation maintenance.

24/7 project support

After the development and launch of your IT solution, it is important to monitor its work and help users and operators solve any emerging problems: from correcting operator's mistakes to performing actions in the ssh console or other special means. Apart from that, it is important to be sure that the user and technical documentation are maintained and updated.

Round-the-clock technical support helps you resolve such issues.

Our work principles

You describe the problem in a way that works best for you:
— by email or messengers;
— by phone.

Getting a task

A technical support specialist studies the situation and figures out the possible root causes, The complexity level is assigned.

Application processing

Our employees take necessary actions and adjust the documentation, if needed.

Solving the problem

We add the solution description to the application, and if it is necessary to make changes to the product, we prepare a consistent application for developers.

Informing

You describe the problem in a way that works best for you:
— by email or messengers;
— by phone.

Getting a task

A technical support specialist studies the situation and figures out the possible root causes. The complexity level is assigned.

Application processing

Our employees take necessary actions and adjust the documentation, if needed.

Solving the problem

We add the solution description to the application, and if it is necessary to make changes to the product, we prepare a consistent application for developers.

Informing

A TS specialist helps with the basic functions, such as solving standard problems, according to scripts and documentation.

Operator's level

We provide a three-level technical support

Each level is aimed at the tasks of different complexity.

LEVEL 1

The response time is less than an hour

Documentation correction

Example

Problem: the operator cannot make an order in the "User Account".

Solution: the technical support employee compares user actions with the guidelines and finds out that the operator skipped the PCode field in the order form. That is why the form has not been submitted.

The operator gets the recommendations about the right way to fill out the form and finally makes an order.

A technical support employee sends the development team a proposal to improve the "User Account" usability by replacing the PCode abbreviation with a "Postal Code". An entry about the problem is made in the technical documentation.

Application acceptance

Primary analysis

Standard problem solution

The technical support specialist has a deep understanding of the product features and the knowledge necessary to get the project back to work, or isolate the problem in order not to affect the resource performance negatively.

Product Expert Level

LEVEL 2

The response time is less than an hour

Solving the problem of access control and standard parameter configuration

Example

Problem: the online store operator sees that the stock balances in the store they're managing are incorrect. For some reason, the balances are not updated automatically, which disrupts a regular process of order acceptance. The sales must be suspended.

Solution: a technical support employee updates the warehouse status manually following the instructions from the technical documentation. Then they monitor whether the automatic update has been restored. If not, they prepare a problem description for developers, whereas the confirmation of the product availability at the warehouse when making an order is re-configured to the manual mode.
Corrects documentation or writes recommendations for developers.

Application acceptance

Processing

Problem analysis

A technical support specialist identifies a serious problem that can only be solved by making changes to the software part of the project. They form a meaningful request to developers.

Development level

LEVEL 3

The time to problem resolution is up to 24 hours

Example

Problem: the operator cannot save a bulk order, because every time an error message is displayed.

Solution: a technical support specialist analyzes the problem and understands that it will not be possible to correct it without interfering with the code of the project. The task for developers is formulated and described in a clear and competent way. Until the problem is solved, all users of the resource will see the notification "Server Maintenance is underway" with information about other ways to contact the manager. After solving the problem, the technical support specialist adds the case description in the documentation, which allows solving such problems at the technical specialist level (Level II) in the future.

Application acceptance

Processing

Problem analysis

Setting a task for developers

Adding a case to the documentation

Why Choose Us

SLA — service level agreement.

Arrangement of project activities

24/7 customer support

Work transparency

A team of staff specialists

Our specialists make the necessary adjustments to the documentation, maintain it and, based on the analysis of the most typical requests, form a development backlog to speed up the request processing process.

The work of employees is organized so as to guarantee the 24/7 SLA implementation.

At the end of the month, you get detailed reports: the incoming applications, the speed of responding to them, all actions by our team.

We do not outsource, all our developments are in-house. We develop more than 12,000 hours of code and understand how to set tasks.

Project cost

Each project is evaluated separately, depending on the number of services, the number of differences in services and the number of requests per day. Leave an application to get the exact cost of your project.