The initial point of contact for users experiencing issues or needing assistance, this includes:
• Basic troubleshooting such as password resets, username and password issues, menu navigation, installation issues, and setup.
• Ticket creation (if an issue isn’t resolved immediately)
• Limited technical investigation and resolution
More in-depth technical expertise than Level 1 to address more complex technical problems and provide solutions requiring specialised skills or expertise, this includes:
The support team will get to know your system well so are ideally placed to test any new releases of the application that you received. They will create the test plans in collaboration with you, then manually execute these plans and update them as required.
Any issues found can be reported directly to the application provider.
Whether adopting a new system company-wide or needing to get new users up to speed, let us develop and deliver the training for you
Costs can be significantly reduced by using an outsourced support team compared to building and maintaining an in-house support team, as you are saving on managing, recruitment and training costs.
Our support team is experienced in delivering quality first and second-line support and handling the bug reporting process, ensuring we deliver efficient, value-for-money support.
By outsourcing application support, companies can focus internal resources on their core business activities like product development, marketing, or strategic planning, rather than on managing a support team.
We can quickly scale up or down based on your business needs, providing flexibility during peak seasons or growth periods without the complexities of hiring or layoffs.
We prioritise service quality and have performance metrics, like service-level agreements (SLAs), in place to ensure high standards. Issues are often resolved faster, improving response and resolution times.
We can work with you to identify the best format for your training, whether this be in person, remotely via Teams or via pre-recorded videos.
We can work with you to identify the best format for your documentation, whether this be pdf, in-house wiki, etc.
There are many benefits that are discussed further on our support page, these include Cost Savings, Skilled Talent Pool, Free Up Resources, Faster Scaling and Flexibility, and Improved Customer Satisfaction
No, all testing is done manually by our team in order to provide the most effective results.
