Tier 1 / first response
Intake, triage, known issues and documented fixes, with an accurate record of the customer’s problem.
01.3TECHNICAL SUPPORT / TIER 1–3
A clearer path
from issue to answer.
Build technical support around your product, the depth of investigation it needs and the point where engineering should take over. We manage the people and the working process.
Discuss this service Explore the scope
WHEN THIS IS A USEFUL CONVERSATION
01
Engineers spend too much time on repeat questions and incomplete tickets.
02
Customers need a clearer investigation and escalation path.
03
Your product requires support depth beyond first-line responses.
SCOPEWHAT WE CAN TAKE ON
A concrete scope.
A working relationship.
Choose the work you need. Responsibilities, capacity and delivery details are agreed in your proposal.
Tier 2 / investigation
Deeper troubleshooting and evidence collection within the tools, access and technical scope you approve.
Tier 3 / specialist depth
Specialist investigation scoped to your stack. Required skills and boundaries with engineering are explicit.
A useful feedback loop
Structured escalation, updated knowledge and recurring-issue reporting that your product team can use.
FLOWHOW THE WORK CONNECTS
From first input
to a useful next step.
01
Triage with context
Capture the issue, its impact, environment and the information needed to investigate.
02
Investigate at the right tier
Follow the agreed troubleshooting route and record what has already been tested.
03
Escalate with evidence
Provide reproduction steps, findings and impact to the authorised specialist or engineering owner.
04
Preserve the learning
Confirm the outcome and feed approved guidance back into the knowledge base.
OWNERSHIPCLEAR ON BOTH SIDES
Your priorities.
Shared clarity.
A managed engagement works better when decision rights, inputs and delivery responsibilities are visible.
- Product knowledge, tooling and access boundaries
- Severity definitions and engineering ownership
- Approval rules for sensitive or production changes
- Role matching, technical onboarding and management
- Investigation workflows and quality reviews
- Clear handoffs, documentation and reporting
BEFORE WE START
Put expectations
into the scope.
- Triage accuracy and ticket completeness
- Response targets by severity
- Escalation quality and resolution ownership
- Knowledge updates and recurring issue patterns
THE PRACTICAL QUESTIONS
Know what
you’re choosing.
01Does Tier 3 mean unrestricted production access?
No. Access follows your approved permissions and the agreed scope. Production changes, releases and sensitive actions require explicit ownership and authorisation.
02Can you support our specific technology stack?
We assess the product, required expertise and investigation depth before confirming the team. We do not treat every stack as interchangeable.
03Can we start with one support tier?
Yes. You can scope a single tier, a defined queue or a wider operation. Handoffs to your internal team are agreed either way.
NEXTYOUR BUSINESS. OUR NEXT CONVERSATION.
Bring us the requirement.
Let’s define the right setup.
Tell us what needs to run better. We’ll discuss the people, expertise and management to make it happen.
Talk through your needs A conversation first. A tailored proposal next.