Technical support case studies
This hub holds five client case studies. Each describes a real TechSupport Team engagement, and its client reviewed and approved the anonymized version. The systems, approaches and measured results are reported as they happened.
Summary
TechSupport Team publishes five client case studies. They cover a pilot that grew into a dedicated team, SaaS escalation support, an application takeover, engineers behind a helpdesk, and night, weekend and holiday coverage for a commerce platform. Each names the stack, the incidents, the ownership rules and the measured results. Each client approved the anonymized version.
How to read these case studies
Each client case study records the situation we inherited and the work our L2 (second-level) and L3 (third-level) engineers did. It names the ownership and approval rules we worked under. Results are measured against the baseline recorded during the assessment. Metrics are specific to the system and period described. They show how we work; they do not commit another engagement to the same numbers.
Client identities are anonymized in every client case study. The stack, incident classes and results are reported with client approval. If your situation resembles one of these studies, tell us your stack and incident history through the contact form. We will map it during the assessment.
Five client case studies
SaaS performance pilot case study
One engineer, one application, one incident class: a performance pilot on a Node.js and PostgreSQL SaaS API that grew into a three-engineer team.
SaaS L2/L3 support case study
Dedicated L2/L3 by day and managed on-call at night for a multi-tenant Python SaaS: single sign-on (SSO), webhooks, billing events and largest-tenant jobs.
Application support takeover case study
Taking over an undocumented vendor-built system in end-of-life PHP: risk list, runbooks written from zero and a staged runtime upgrade.
L2/L3 behind a helpdesk case study
Adding L2/L3 engineers behind an in-house helpdesk for a Java and React product: tracker handoffs, plain-language summaries and a knowledge base.
24/7 managed coverage case study
Staffed night shifts plus on-call for a revenue-critical commerce platform on AWS and Kubernetes: triage, rollbacks and payment-outage vendor cases.
What each service page promises, and the client case studies that support it
The service pages describe engagement models, coverage models and incident classes. Each client case study supports a set of those claims with a measured result, and links to the service pages it supports.
Contact us
Tell us which engineers you need, or ask a question. For a detailed request, use the engineer request form.
- We reply by email.
- We agree a call about the roles, your stack and the hours.
- If there is a fit, we propose engineers after an assessment.