Technical support services
TechSupport Team's engineers deliver L2 (second-level) and L3 (third-level) support for live business software. Add engineers to your own team, or hand the agreed work to a managed team. Compare the six services by scope, coverage and ownership.
Summary
TechSupport Team provides L2 and L3 technical support services for live business software. Choose application support for incident diagnosis, software maintenance for planned code work, or SaaS support for tenant and product escalations. Add 24/7 coverage where needed. Dedicated engineers take direction from your team lead; a managed team directs the agreed technical work. Your team keeps first-line support, customer communication and production approvals.
The six services
24/7 technical support
Coverage for nights, weekends and public holidays: alert intake, investigation, escalation and handover.
Technical support outsourcing
External L2 and L3 engineers behind your L1 (first-line) helpdesk, in your team or as a managed team.
Application support
Incident diagnosis and recovery for live systems: logs, SQL, configuration and integrations.
L2 and L3 support
Escalation depth: L2 diagnosis and L3 code or infrastructure fixes, with a responsibility matrix.
Software maintenance
Planned engineering care: defect fixes, dependency updates, patches and regression tests.
SaaS support
Support for product companies: tenant incidents, APIs, single sign-on and billing integrations.
Two ways to engage our engineers
- Dedicated engineers: L2 and L3 engineers join your team, and your team lead directs them. See hire support engineers.
- Managed support: a support team from TechSupport Team owns incidents for the systems in scope, against agreed service levels. See technical support outsourcing.
Both models can deliver every service on this page, and 24/7 coverage can be added to either. The pricing page compares how each one is priced.
Compare scope and ownership
Use the support levels handbook to compare L1 intake, L2 diagnosis and L3 engineering work.
| Service | Buy it when | Our engineers handle | Stays with you |
|---|---|---|---|
| 24/7 technical support | Incidents happen when your engineers are offline. | Night and weekend intake, investigation, workarounds, escalation and handover notes. | Customer communication and approval of changes outside runbooks. |
| Technical support outsourcing | You want external engineers for escalations behind your L1 helpdesk. | L2 diagnosis and L3 fixes for the systems in scope. | L1 support, the customer relationship and product decisions. |
| Application support | Live systems fail and need diagnosis and recovery. | Investigation across code, data, configuration and integrations; service restoration. | Business decisions, data correction approvals and vendor contracts. |
| L2 and L3 support | Your helpdesk needs specialist escalation with code-level fixes. | Diagnosis, tested fixes and input for the RCA (root cause analysis). | Acceptance of fixes, release approval and customer updates. |
| Software maintenance | Production code needs planned repairs, upgrades and patches. | Code changes, tests and release support under your review rules. | Priorities, code review rules and release windows. |
| SaaS support | Product engineers spend too much time on support escalations. | Tenant-level reproduction, API and integration diagnosis, fixes or evidence for handoff. | The customer conversation and the product roadmap. |
Application support or software maintenance
These two services meet different needs.
| Application support | Software maintenance | |
|---|---|---|
| Trigger | An incident or a user-reported problem in a live system. | A planned change in the backlog. |
| Goal | Restore service and find the cause. | Change code safely and prevent future incidents. |
| Typical work | Logs, SQL, configuration, restarts, rollbacks and workarounds. | Defect fixes, dependency updates, patches, refactoring and regression tests. |
| Timing | According to the agreed coverage and incident severity. | Scheduled into your releases. |
| Output | Incident record, recovery steps and findings for follow-up. | Tested change and release notes. |
When an incident needs a code change that cannot wait for a release, we treat it as an emergency fix under your change process. All other code work moves to the maintenance backlog with the evidence attached.
What we do not offer
- First-line helpdesk and customer-service queues.
- Consumer device repair or on-site hardware service.
- Official vendor support for products such as cloud platforms or licensed software.
- Engineers for a technology stack before we have assessed it.
If you need these, keep them with your current provider. We work alongside them through the escalation path in your agreement. The technologies page shows the areas we support and their limits.
Scope an engineering request
Name the application, the work your current team cannot cover and who will direct it. Include the hours you need and any access limits. Send that outline so the assessment can define a role or managed support scope; no production data is needed in the form.
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.