A helpdesk your engineers can actually use
Our first line clears the noise. Our second line reproduces the real bugs and writes them up properly, so your engineers get a queue worth reading instead of a pile of forwarded emails.
- Target tickets closed before engineering
- ≥ 80%
- Target acknowledgement on P1 incidents
- 15 min
- Escalations arriving with repro steps
- 100%
What the team actually does
L1 triage with real deflection
Account, access, configuration and how-to questions are closed at first touch against a runbook. Only genuine defects travel further.
L2 reproduction and diagnosis
Environment, version, payload, console and network trace, expected versus actual. The escalation your engineers receive is the one they would have written themselves.
Incident communications
Status page updates, customer comms and an internal timeline while the incident is live — so your engineers debug instead of typing updates.
Runbook engineering
We write and version the runbooks as we go. Institutional knowledge accumulates in a document, not in one senior agent's head.
IT service desk
Onboarding and offboarding, device and licence provisioning, MDM hygiene and access reviews for your internal team.
On-call rota
Named coverage across time zones with a defined escalation ladder and a hard rule: nobody pages your CTO for something a runbook covers.
What is included
- Named L1 and L2 pods with a technical team lead
- Severity matrix and escalation ladder agreed in week one
- Runbook authoring, versioning and review
- Incident timeline and post-incident summary
- Weekly defect trend report to product
- On-call rota and paging integration
Channels
- Ticketing
- Live chat
- Phone
- Slack Connect
- Status page
Tools we work in
- Jira Service Management
- Linear
- Zendesk
- PagerDuty
- Sentry
- Datadog
- GitHub Issues
Your instance, your data, named accounts. If your stack is not listed, we learn it — the tool is rarely the hard part.
Service-level targets
| Metric | Target |
|---|---|
| P1 acknowledgement | < 15 minutes |
| L1 resolution rate | ≥ 65% |
| Escalations with full repro | 100% |
| Reopen rate | ≤ 4% |
| Backlog older than 7 days | ≤ 5% |
Targets, not guarantees. Your current performance is measured in week one and the agreed target is written into your contract.
Questions about this service
If yours is not here, email us. A person answers, usually the same day.
L2 engineers read code to reproduce and localise a defect — logs, stack traces, API payloads and the relevant module. They do not ship fixes under this service; that sits under Engineering & Product Support.
The on-call agent acknowledges within fifteen minutes, opens the incident channel, posts the first status update and works the runbook. Your engineer is paged only when the runbook is exhausted or the severity matrix requires it.
Let's talk about technical support
Half an hour to walk through the job, then a written scope with volumes, targets and a price. Yours whether or not we work together.