TechSupport Team

Free IT support tools and resources

Updated

TechSupport Team publishes practical resources for support engineers and the teams that hire them. Use the tools to define support levels, plan incident handoffs and check availability targets. All downloads are free and do not need an email address.

Summary

Start with the support-level handbook to define who owns each type of work. Use the severity template to classify impact, then the escalation matrix to name the next owner. The SLA calculator checks downtime budgets and vendor credit estimates. The conference index helps you plan training and events. These examples do not replace your support agreement.

Request engineers

Choose a resource for your task

Each resource includes an explanation, source links and a reusable tool or download.

  • L1, L2 and L3 support levels

    Define L0 to L4 support levels, distinguish diagnosis from code changes, and download a support-level definition template.

  • SLA and uptime calculator

    Convert uptime to allowed downtime, compare composite availability and estimate cloud service credits. Share a calculation without sending data to a server.

  • Escalation matrix template

    Download an Excel workbook or CSV. Set roles, contact routes and time triggers using a clearly marked SaaS example.

  • Incident severity levels

    Use SEV0 to SEV4 definitions and impact-versus-urgency matrices. Adapt the downloadable severity model to your own service.

  • Conference Index 2027

    Compare IT, SRE, DevOps and ITSM events by published criteria. Download the data and add confirmed dates to your calendar.

Reuse the guides with attribution

The resource text, tables and figures are available under Creative Commons Attribution 4.0. Credit TechSupport Team and link to the original resource. The calculator code has a separate MIT license. Vendor product names and source material remain with their respective owners.

Put the plan into operation

TechSupport Team provides dedicated L2 (second-level) and L3 (third-level) engineers, or a managed support team. Read how engineers join your support team and how coverage and service levels are agreed. Our security and access controls explain who approves production changes.