Exceptional Outsourced Application Support

Your team can focus on core activities whilst support specialists quickly handle issues.

Our Services

Learn more about how we can support you

Level 1 Support

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

Level 2 Support

More in-depth technical expertise than Level 1 to address more complex technical problems and provide solutions requiring specialised skills or expertise, this includes:

  • Advanced troubleshooting such as diagnosing deeper software problems, or configuration challenges.
  • Problem replication in a controlled environment to test solutions and verify problems before escalating further, if necessary.
  • Escalation of bugs to developers.

Testing

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.

Training

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

Advantages Of Outsourcing Application Support

Outsourcing application support can offer several advantages for businesses

Cost savings

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.

Skilled Talent Pool

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.

Free up Resources

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.

Faster Scaling and Flexibility

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.

Customer Satisfaction

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.

FAQ

Read our frequently asked questions
What formats do you provide the training in?

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.