Crafting Success Stories Through Exceptional Tech Support
We deliver tailored solutions that are unique to your business.
Projects Supported 
Team Members 
Clients Served 
Tickets Resolved Monthly How We Go Above and Beyond to Serve You ?
We believe in technology as a key strategy to create innovative and unique solutions for market outliers. Our team uses cutting-edge tools to stay ahead of trends, delivering exceptional quality that sets our clients apart.
24/7 Suppport
Our expert tech support is available 24/7 for all customers, ensuring you get the help you need, whenever and wherever you need it, providing peace of mind across all time zones.
Omni-Channel Support
We offer a seamless, unified experience across phone, email, chat, or in-person. Every interaction feels like one conversation, making it easy for customers to connect with us.
Quick Response Time
We guide customers through the support process for quick resolution, offering regular status updates and prompt responses, while prioritizing critical issues with dedicated resources.
Quick Onborading
We empower employees with comprehensive knowledge and tools, easing new hires into their roles for confident customer care, ensuring effective support from their very first day.
Documentation
We provide clear documentation, detailed screenshots, and explanatory videos; issues are only closed upon receiving written confirmation from the user, ensuring thorough and transparent resolution.
Root Cause Analysis
We conduct root cause analysis to prevent recurring issues, resolving unclear functionalities and system bugs, optimizing the customer experience every step of the way.
Our Three-Tiered Support Approach
Our three-tiered system guarantees you receive the appropriate assistance swiftly. Each level is designed to handle specific types of issues, ensuring efficient problem-solving and continuous improvement.
Level - 1
Level- 2
Level- 3
L-1 Support
This team serves as the frontline of technical assistance, focusing on monitoring, quick issue resolution, and ensuring user satisfaction.
- Proactive Monitoring: Continuously monitor application performance and resource utilization Example: Identifying high CPU usage on a server and alerting the team
- Ticket Queue Management: Monitor and prioritize high impact support tickets from users.Example: Assigning system downtime issue for quick resolution
- Problem Analysis and Resolution: Understand and diagnose problems.Resolve simple issues through step-by-step solutions.Example - Collecting issue support evidence ensures that the issue does not recurReset user password or clear browser cache
- Installations and Configurations: Assist with the installation, setup, and configurationExample: Installing a new software update on a user’s system.
- Knowledge Base: Document issues, resolutions, and steps taken for future reference.Example: Comprehensive knowledge base articles addressing common issues along with their solutions, enhancing self-service support.
- Escalation to L2/L3: Escalate issues that cannot be resolved at the L1 level.Example: Forwarding a database connectivity issue to the database team.
L-2 Support
This team focuses on resolving technical issues, ensuring system stability, and managing incidents effectively. It plays a critical role in maintaining operational efficiency, security, and user satisfaction by providing advanced troubleshooting and preventive solutions.
- Advanced Monitoring: Monitor network performance, application stability and health.Example: Identifying and resolving network latency issues affecting application performance.
- Access Management: Manage security-level,databases and servers access.Example: Granting temporary database access to a developer for debugging purposes.
- Quick Unblocking: Establish immediate communication channels to resolve user-blocking issues at the earliest stage.Example: Providing a workaround to unblock a user while investigating the root cause of a system error
- Infrastructure Checks: Perform database queries, server and configuration checks.Example: Running a query to identify corrupted data causing application errors.
- Incident Management and Debrief: Manage and resolve incidents efficiently.Identify root causes, evaluate the effectiveness of the response, and document actionable improvements to prevent recurrence.Example: Restoring a critical server outage services.Conducting a debrief on the server outage issue, and document solution steps.
- Alerts Monitoring: Monitor system and send alerts to prevent potential issues.Example: Addressing a disk space alert by cleaning up unnecessary files before it impacts system performance.
- Statistics, Reports, and Auditing: Generate performance statistics, audit logs, and reports for analysis and compliance.Example: Creating a monthly report on application uptime and incident resolution times.
L-3 Support
This team plays a critical role in advanced technical problem-solving, code optimization, and enhancing application resilience. It drives forward-thinking innovation by proactively anticipating user requirements and implementing transformative improvements. The team's technical expertise ensures uninterrupted performance and scalable solutions that align with evolving business needs.
- Architect and Technical Expertise: Provide strong support for critical and standard technical issues.Example: A dependent application negatively impacting the performance of an interconnected system. To resolve this, a strategic architectural enhancement was implemented. This improved overall system resilience, ensuring long-term stability.
- Cloud Service Management: Provide a scalable, resilient infrastructure for deployment, build issues, configuration management, patching, and security, ensuring efficiency and reliability.Example: Successfully resolving a deployment build issue on production, ensuring fast and efficient delivery. Patching a critical security flaw in the application to prevent data breaches.
- Code Maintenance and Best Practices: Maintain and optimize application code to ensure performance and reliability. Ensure adherence to coding standards, best practices.Example: Refactoring legacy code to improve application efficiency. Ensured code quality by maintaining code coverage and reducing code smells above 80%.
- Initial Unblock and Permanent Solution: Diagnose and resolve bugs efficiently, providing both immediate user unblocking and a permanent fix to prevent recurrence.Example: Identifying and resolving a memory leak issue in the application.
- Anticipating Requirements: Proactively identifying user requirements and application needs before they arise.Example: Monitoring system metrics in real-time to detect and address latency issues before they impact users.
- Automation: Develop and implement automation scripts to streamline repetitive tasks and improve efficiency.Example: Creating a script to automate server log cleanup and reduce manual effort.
- New Features Releases: Anticipating user requirements.Design, develop, and deploy new features or system enhancements based on user feedback and business needs.Example: Transitioning from static user data templates to dynamic templates by integrating real-time data rendering.
- Root Cause Analysis (RCA): leveraging advanced tools and deep technical expertise to identify and permanently resolve complex issues. Example: An application was crashing during peak usage due to a memory leak, issue was solved by team optimized cache management, and improved concurrency handling, preventing future crashes
- Collaboration with Cross-Functional Teams: : Work closely with development, security, and operations teams to deliver seamless solutions.Example: Collaborating with the security team to integrate encryption into the application.
Our Efficient Support through Ticket Categorization
Streamlining your experience with organized and prioritized ticket handling, ensuring swift and effective resolutions.
- Critical Impact: These issues severely affect the customer’s ability to use the product or service.
- Urgent Attention Required: They demand immediate action to resolve.
- Types of Issues: May include outages, data loss, or significant functionality problems.
- Prompt Resolution: Essential to minimize disruption and maintain customer trust.
- Service Reliability: Quick resolution is crucial for ensuring continued service reliability and user satisfaction.
High Priority
- Moderate Impact: These issues cause inconvenience or hinder some functionalities.
- Timely Solution Required: They may need resolution within a specific timeframe but are not mission-critical.
- Types of Issues: Includes feature requests, configuration issues, or minor bugs.
- Resolution Importance: Addressing these issues is important to improve user experience and maintain functionality.
- Impact on Functionality: While not urgent, resolving these issues ensures smoother operation and user satisfaction.
Medium Priority
- Minimal Impact: These issues have minimal effect, such as cosmetic glitches or questions about non-essential features.
- Non-Urgent: They do not require immediate attention and can be handled at the agent's discretion.
- Types of Issues: Includes cosmetic glitches, non-essential feature inquiries, or minor requests.
- Flexible Resolution: Can be addressed when convenient or scheduled for a later time.
- Impact on Service: While these issues are less critical, addressing them helps in maintaining overall user satisfaction.
Low Priority
Partner with tech.at.core for Reliable Technical Support Services
Customer Satisfaction: Seamless, Reliable, and Lasting Experiences
Delivering effortless, high-quality support that builds trust, loyalty, and long-term satisfaction. With proactive solutions, clear communication, and reliability, ensuring customer interaction is smooth and stress-free.
Knowledge Base & RCA: Driving Faster, Smarter Solutions
Every issue is documented to streamline resolutions and enhance efficiency. Through debriefing, analysis, and deep understanding, problems aren’t just fixed—they are analyzed at the root, and permanent solutions are implemented with precision and strategic steps..
Cost Efficiency: Maximise Value with Minimum cost
Smart resource management reduces operational costs while maintaining high-quality service. Automation, proactive monitoring, and issue prevention ensure maximum efficiency without unnecessary expenses.
24/7 AI + Human Fast Fixes: Rapid, Intelligent, and Adaptive
Experience uninterrupted, intelligent, and efficient support—where AI speeds up resolutions, and humans ensure accuracy and care. Support that never sleeps
Caring Incident Management: Service Cares, Users Relax
This isn’t just about fixing problems; it’s about understanding, prioritizing, and responding with care. It assures that every issue is handled promptly and thoughtfully, with a human touch—because every customer matters.
Expert Support Team: ensures quality and excellence
This team ensures industry-leading development, rigorous quality testing, smooth deployments, and efficient release management, with every process handled to perfection. By delivering high-quality solutions and flawless execution
See what we've done
Support and Smooth Functioning with Our Three-Tiered Support System
Ensuring Seamless Operations with Our Comprehensive Three-Tiered Support System
