Technical Support
Tier 1–3 technical support for SaaS, fintech and connected hardware. We read logs, write runbooks, and ship postmortems your engineers will actually read.
Engineering-literate support
Our pods include people who have shipped software themselves. Logs, APIs and basic SQL are not foreign languages — they escalate well and document better.
- Tier 1 through Tier 3 with clear escalation paths
- On-call rotations integrated with your incident management
- Knowledge base authored and kept current
- Postmortems written within 48h of any P1
What's Included
Tiered escalation
Clean hand-offs between Tier 1, 2 and 3 with defined exit criteria.
Knowledge base authoring
Every recurring ticket becomes a KB entry that deflects future tickets.
Incident triage
Operators on PagerDuty/Opsgenie who know when to wake an engineer.
Postmortem reporting
Blameless, written within 48h, shared with leadership.
System monitoring
Proactive monitoring and alerting on your stack.
Software support
Installation, configuration and update management.
Our Technical Support Process
Stack walkthrough
Two days with your engineers on the stack and failure modes.
Runbook v1
Co-authored runbook for the top ticket types and incidents.
Pilot
Tier 1 in production with shadowing before live takeover.
Steady state
Quarterly stack reviews and monthly KB audits.
Key Benefits
Faster resolution
Lower MTTR
Engineer-friendly
24/7 if needed
Frequently Asked Questions
Can your team read code?
At Tier 2 and 3, yes — we hire for it. Tier 1 recognises patterns and escalates cleanly.
Can you take on-call?
Yes, on PagerDuty, Opsgenie or Better Stack. Your runbooks, our rotations.
Ready to Get Started?
Let's discuss how we can help transform your business operations.