# TechSupport Team

> TechSupport Team specializes in technical support. We provide L2 and L3 teams with a Tech Lead for 24/7 support across all programming languages. Choose dedicated engineers under your manager or managed support within agreed access and change controls.

Engagement models: dedicated L2 and L3 support engineers who join the client's team and take daily direction from the client (staff augmentation), or a managed support team. 24/7 coverage can be added to either, as a shift rotation or on-call escalation priced as coverage plus engineering work. Engineers for a stack are confirmed in an assessment before work starts.

TechSupport Team is a new company. Coverage is available 24 hours a day, 7 days a week. Response targets, supported stacks, the number of engineers and the staffed or on-call coverage model are agreed per contract; this site does not publish standard response times or rates.

Out of scope: first-line helpdesk and customer-service work, consumer device repair and on-site hardware service.

Proof: five anonymized client case studies, each approved by its client, report measured results with their window and source. Service pages contain illustrative incident examples, labeled as examples. Clients can start with one engineer or a pilot on one application.

Contact: the engineer request form at https://techsupport-team.com/contact/, or the short contact form on service pages. Existing clients report incidents through the channel named in their support agreement, not through the website.

Each primary link below is the canonical HTML page. Optional Markdown mirrors contain the same published content; cite the HTML page for substantive claims.

## Hire support engineers

- [Hire technical support engineers](https://techsupport-team.com/hire/support-engineers/): Dedicated L2 and L3 support engineers who join your team: roles, hiring steps and costs. [Markdown mirror](https://techsupport-team.com/hire/support-engineers/index.md)

## Services

- [Technical support services](https://techsupport-team.com/services/): Compare the six services our engineers deliver by scope, coverage and ownership. [Markdown mirror](https://techsupport-team.com/services/index.md)
- [24/7 and after-hours technical support](https://techsupport-team.com/services/24-7-technical-support/): Engineers on shift or on call for nights, weekends and public holidays. [Markdown mirror](https://techsupport-team.com/services/24-7-technical-support/index.md)
- [Technical support outsourcing](https://techsupport-team.com/services/technical-support-outsourcing/): External L2 and L3 engineers behind your L1 helpdesk, in your team or as a managed team. [Markdown mirror](https://techsupport-team.com/services/technical-support-outsourcing/index.md)
- [Application support services](https://techsupport-team.com/services/application-support/): Dedicated L2/L3 engineers for incidents in business applications, data and integrations. [Markdown mirror](https://techsupport-team.com/services/application-support/index.md)
- [L2 and L3 support outsourcing](https://techsupport-team.com/services/l2-l3-support/): Specialist escalation: L2 diagnosis and L3 code or infrastructure fixes. [Markdown mirror](https://techsupport-team.com/services/l2-l3-support/index.md)
- [Software maintenance and support services](https://techsupport-team.com/services/software-maintenance/): Planned defect fixes, dependency updates, security patches and regression tests. [Markdown mirror](https://techsupport-team.com/services/software-maintenance/index.md)
- [SaaS technical support outsourcing](https://techsupport-team.com/services/saas-support/): Dedicated L2/L3 engineers behind your SaaS support team for tenant and product escalations. [Markdown mirror](https://techsupport-team.com/services/saas-support/index.md)

## Coverage and service levels

- [Support coverage and service levels](https://techsupport-team.com/service-levels/): Severity levels, response versus resolution, coverage and escalation. [Markdown mirror](https://techsupport-team.com/service-levels/index.md)

## How engineers join a team

- [How engineers join your support team](https://techsupport-team.com/how-we-work/): How engineers join your team: phases, deliverables, owners and exit checks. [Markdown mirror](https://techsupport-team.com/how-we-work/index.md)
- [Security and access controls](https://techsupport-team.com/security/): Named accounts, least privilege, change approvals, data handling and offboarding. [Markdown mirror](https://techsupport-team.com/security/index.md)

## Technology coverage

- [Technical support across all programming languages](https://techsupport-team.com/technologies/): The technology areas we support, the work we do in each, and the limits. [Markdown mirror](https://techsupport-team.com/technologies/index.md)

## Pricing

- [Support engineer pricing and engagement models](https://techsupport-team.com/pricing/): Fees per engineer, 24/7 rotations, managed support and the cost drivers. [Markdown mirror](https://techsupport-team.com/pricing/index.md)

## Company and contact

- [TechSupport Team homepage](https://techsupport-team.com/): L2 and L3 support engineers who join your team, with coverage up to 24/7. [Markdown mirror](https://techsupport-team.com/index.md)
- [About TechSupport Team](https://techsupport-team.com/about/): Who we are, what our engineers do and do not do, and how to evaluate us. [Markdown mirror](https://techsupport-team.com/about/index.md)
- [Contact TechSupport Team](https://techsupport-team.com/contact/): Request support engineers, or send a short question. [Markdown mirror](https://techsupport-team.com/contact/index.md)

## Client case studies

- [Technical support case studies](https://techsupport-team.com/case-studies/): Five anonymized client case studies: the systems, the incidents, what our engineers did and the measured results. [Markdown mirror](https://techsupport-team.com/case-studies/index.md)
- [L2/L3 staff augmentation for a B2B SaaS company: p95 latency down from 3.8 seconds to 640 milliseconds](https://techsupport-team.com/case-studies/pilot-to-expansion/): One L2/L3 engineer on a performance pilot for a Node.js and PostgreSQL SaaS API, then a three-engineer team after the client saw the measured results. [Markdown mirror](https://techsupport-team.com/case-studies/pilot-to-expansion/index.md)
- [SaaS L2/L3 staff augmentation for a field-service software company: product escalations down from 34 a week to 9](https://techsupport-team.com/case-studies/saas-l2-l3-support/): Dedicated L2/L3 engineers by day and a managed on-call rotation at night behind a SaaS first-line provider: escalations down from 34 a week to 9. [Markdown mirror](https://techsupport-team.com/case-studies/saas-l2-l3-support/index.md)
- [Managed application takeover for a logistics provider: mean restore time down from 7.5 hours to 1.8 hours](https://techsupport-team.com/case-studies/application-support-takeover/): A managed takeover of an undocumented vendor-built PHP and MySQL system: risk list at assessment, runbooks from zero, restore time down from 7.5 hours to 1.8. [Markdown mirror](https://techsupport-team.com/case-studies/application-support-takeover/index.md)
- [L2/L3 engineers behind a software company helpdesk: escalation backlog cut from 61 tickets to 6](https://techsupport-team.com/case-studies/l2-l3-behind-helpdesk/): L2/L3 engineers behind an in-house helpdesk for a Java and React product: escalation backlog cut from 61 tickets to 6, with a growing knowledge base. [Markdown mirror](https://techsupport-team.com/case-studies/l2-l3-behind-helpdesk/index.md)
- [24/7 managed coverage for a commerce platform: median restoration down from 3.6 hours to under an hour](https://techsupport-team.com/case-studies/24-7-managed-coverage/): Staffed night shifts plus a managed on-call rotation for a commerce platform on AWS and Kubernetes: median restoration down from 3.6 hours to under an hour. [Markdown mirror](https://techsupport-team.com/case-studies/24-7-managed-coverage/index.md)

## Free tools and resources

- [Free IT support tools and resources](https://techsupport-team.com/resources/): Free support handbooks, incident templates, an uptime calculator and a conference index. [Markdown mirror](https://techsupport-team.com/resources/index.md)
- [L1, L2 and L3 support levels: IT support tiers 0 to 4 explained](https://techsupport-team.com/resources/l1-l2-l3-support/): L1, L2 and L3 support levels explained: what each IT support tier does, who works there, when to escalate, and a free handoff checklist. [Markdown mirror](https://techsupport-team.com/resources/l1-l2-l3-support/index.md)
- [SLA and uptime calculator: allowed downtime for 99.9%, 99.99% and 99.999%](https://techsupport-team.com/tools/sla-uptime-calculator/): Free SLA and uptime calculator: convert 99.9%, 99.99% or 99.999% uptime to allowed downtime per day, month and year, plus composite SLAs. [Markdown mirror](https://techsupport-team.com/tools/sla-uptime-calculator/index.md)
- [Escalation matrix template: free Excel and CSV download, with a filled SaaS example](https://techsupport-team.com/templates/escalation-matrix/): Free escalation matrix template in Excel and CSV: escalation levels, contacts, time triggers and channels, with a filled SaaS example. [Markdown mirror](https://techsupport-team.com/templates/escalation-matrix/index.md)
- [Incident severity levels (SEV0 to SEV4) and priority matrix: free template](https://techsupport-team.com/templates/incident-severity-levels/): Free incident severity levels template: SEV0 to SEV4 definitions, a SEV1 vs SEV2 decision tree, severity vs priority, and an ITIL priority matrix. [Markdown mirror](https://techsupport-team.com/templates/incident-severity-levels/index.md)
- [Support Engineering Conference Index 2027: IT, SRE, DevOps and ITSM conferences](https://techsupport-team.com/conferences/): 52 ranked IT, SRE, DevOps and ITSM conferences for 2026 and 2027. Compare dates, prices and CFP deadlines, then download the CSV or calendar. [Markdown mirror](https://techsupport-team.com/conferences/index.md)