Level 1 Support (24/7)
Level 1 support services provide continuous monitoring and rapid response to incoming alerts and operational issues. The support team analyzes incidents related to network performance, application stability, and system availability to ensure timely resolution.
- Basic technical support and troubleshooting
- System availability and performance monitoring
- Back-office operations such as account updates, password resets, and end-user communication
- Escalation of complex issues to Level 2 or Level 3 support when required
Level 2 Support (24/7)
Level 2 support services focus on restoring system functionality when issues can be resolved without modifying the source code. The team works to quickly stabilize operations and maintain infrastructure performance.
- Server configuration and optimization
- Deployment of monitoring and observability systems
- Migration of IT infrastructure to cloud environments
- Delivery of DevOps and operational support services
- Escalation of source code–related issues to Level 3 engineering support
Level 3 (L3) Support
Level 3 support services address complex technical challenges that require deep engineering expertise and direct interaction with the source code to ensure long-term system stability and improvement.
- Bug identification and resolution
- Technical audits and source code reviews
- Modernization and updates of legacy applications
- Implementation of new features and system enhancements
