L1 & L2 Technical Support
L1 & L2 Technical Support
Our dedicated support team provides structured Level 1 and Level 2 assistance, including troubleshooting, incident management, configuration guidance, and coordinated escalation with vendors when required. We ensure fast response times and reliable support to keep customer environments running smoothly.
01. Level 1 Initial Support
Our L1 team handles first-line triage, basic troubleshooting, user-level assistance, and initial diagnosis to quickly restore normal operations.
02. Level 2 Advanced Troubleshooting
Experienced engineers perform deep diagnostics, analyze logs, review configurations, and resolve complex issues requiring technical expertise.
03. Configuration & Incident Management
We provide guidance for configuration updates, best-practice alignment, incident tracking, and structured workflows for smooth problem resolution.
04. Vendor Escalation Coordination
When vendor involvement is needed, we manage the entire escalation process—collecting technical data, opening cases, and following through to closure.