MANAGED IT SUPPORT SERVICES

Reduce IT support costs, increase user loyalty, and safeguard stable system performance with our team of
experienced IT support engineers

VALUE WE DELIVER WITH IT SUPPORT SERVICES

Turn-key product support with 24/7 live chat and max. 2 minutes response time. Tech Web Support delivers 1-3 line remote IT support & maintenance services.
Halving release management efforts of product team through process optimization, End-to-end process & flows establishment, legacy support systems replacement.
Support & maintenance of an enterprise solution uniting 10 cost management systems. We halved IT costs in 3 years and now provide ongoing 2nd & 3rd line support.
Assessment, configuration & optimization of the end-to-end support processes, software systems selection & roll-out, processes and documentation establishment.
L3 support incl. games customizations according to the end-customers’ requirements. We do requirements management, documentation & game configuration.
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    IT TAKES US ONLY 10 DAYS

    to Launch Turn-key Support for You

    AVAILABLE 24/7

    to Support Your Users Anytime

    FIRST REACTION IN 1 MINUTE

    After Issue Submission

    IT SUPPORT WITH TECH WEB SUPPORT

    TURN-KEY SUPPORT SERVICES

    Enjoy peace of mind with a top-tier SLA-based support tailored to your needs. We carefully track all KPIs and optimize processes to supply excellent service.

    FLEXIBLE PACKAGES AND SCOPE

    Choose from existing service packages or a custom offer tailored to your needs. We offer packages for different workloads, processes setup & full-cycle support.

    EASY AND FAST START

    Get the support service launched in only 10 days with minimum effort on your end. Our team will take care of all arrangements according to the ITIL best practices.

    DEVELOPMENT CENTER BACKING

    Get development support to create permanent solutions to issues from rare curing. Our support team is backed by many IT experts who can help with fixes & advice.

    LEARN HOW OUR FIRM WOULD SOLVE YOUR BUSINESS PROBLEM

    Contact Us

    REMOTE IT SUPPORT & IT HELPDESK OUTSOURCING

    MANAGED 1&2ND LINE SUPPORT
    You can get outsourced IT support services delivered on a turn-key basis or covering only the areas you need and fitting into your existing process. As an IT support provider, we treat every user as a single baby making sure every ticket is processed fast and to a good quality. The team pays much attention to process & workflow optimization, knowledge base creation and management, as well as advanced training of our L1 and L2 engineers.

    PEAK RESOURCES & SUPPORT TEAM EXTENSION
    Apart from providing IT support-managed services, we also help our customers extend their existing teams with IT support engineers either on a long-term basis or as peak resources. Our experts easily merge into customers’ organizations and are actively involved in incident solving, troubleshooting, extended analytics and reporting, workflow and processes development.

    RELATED CASES

    L2 support for an automotive workshop (18/5 service coverage)

    Our team monthly processed 2,500 requests with 45 min. average case handling time and 97% quality rate. Through the collaboration period we reduced case handling costs by 3x.

    1st line customer support with 24/7 availability for an influencer marketing platform

    Live-chat support guiding end-users through the platform’s functionality, answering possible questions, registering identified issues & keeping users updated on the resolution process.

    Extending logistics service provider’s team with 2nd line support engineer overnight.

    Following an urgent request, our expert went through fast onboarding and joined customer’s L2 support team to monitor the Logistics platform and assist the system operators.

    L2 support for an intellectual property services provider active across Canada

    We support end-users working with customer’s platforms through granting access rights, implementing changes & creating reports, which cannot be done through admin interface.

      IT SUPPORT CONSULTING & PROCESSES SETUP

      IT SUPPORT SYSTEMS & PROCESSES SETUP
      Tech Web Support team can help you define & optimize IT support processes, create IT Support knowledge base (incl. FAQ, check-lists, etc.), choose the best-fit support systems combination and tailor it to your needs. Moreover, our experts can automate your support processes through chatbots and add AI-enabled algorithms for smart tickets allocation.

      WORKFLOW CREATION & OPTIMIZATION
      Support team can create the workflow from scratch or perform workflow optimization for existing systems to reduce costs and increase work efficiency. One of the vital moments in any cooperation is to know point of contacts, critical paths of problem-solving process. Driven by ITIL framework standards, we create a complete service chain considering your project’s specifics.

      RELATED CASES

      Helped our client to set up an end-to-end support system for a smart city product

      The team has designed support processes & flows and launched IT systems for end-to-end process automation (customer portal, ticket tracking system & knowledge database)..

      Website monitoring system implementation & support processes adjustment

      We assessed the existing environment and integrated a web-monitoring tool with automated notifications to safeguard immediate reaction from the client’s support team to possible issues.

      Development of a smart support ticket routing module for a customer in telecom

      AI-enabled models automatically extract data from a ticket, define the problem area & severity, and return suggestions on issue routing and engineers who can cope with the task.

        HOW TURN-KEY IT SUPPORT WORKS

        ANALYSIS

        We believe that IT support & maintenance bring the most value when tailored to your business needs. So, we start with the analysis phase, which usually takes about 3-5 days as we have done much homework to speed up the process.

        At this stage we:

        > Analyze your needs, goals, existing process & limitations
        > Elaborate & document the requirements
        > Offer structured choices of what we can do for you

        SETUP

        As soon as the solutions have been agreed, we move on to the implementation part. At this stage, we make all necessary arrangements to launch the service according to the agreed scope. This takes up to 10 days on the average.

        At this stage we:

        > Train consultants to work on the project
        > Update your service infrastructure, embed tracking systems and tools
        > Test the solution

        OPERATION

        Once the whole process, systems & tools are ready and tested, the actual support begins. During the operations, we focus on two aspects – stable & high-quality service delivery, and thorough KPI monitoring & improvements.

        At this stage we:

        > Provide services within the agreed scope
        > Monitor KPIs & provide you with regular reports and analytics
        > Continuously work on service improvement & optimization

        OUR CRAFT

        Incident management process aims to restore a normal service operation rapidly enough to minimize the impact on business operations. Our system support engineers at all lines are focused on ensuring that we maintain the highest level of service quality and availability.

        WE DO:
        • Turn-key Support services at 1st, 2nd, and 3rd lines
        • Deep and precise investigation of every received incident
        • Project team education according to your domain requirements & standards
        • Tracking system setup to streamline app support services
        • Ongoing service quality and customers satisfaction monitoring

        SYSTEMS AND TOOLS WE WORK WITH