L2 L3 SUPPORT
GET THE HELP YOU NEED WITH OUR TECHNICAL EXPERTISE AND MANAGED SUPPORT TEAM
To process customer requests and queries faster and in a more efficient manner, there is a managed support line at your service. Sencury possesses two main support lines.
SENCURY’s service catalog starts from L2 Support. An engineer providing second-level support has to have profound technical expertise to help customers in a timely manner. The L2 Support Engineer is responsible for handling break/fix configuration issues, and guiding users on advanced troubleshooting.
In the case of SaaS and cloud systems support, the L2 Support team’s crucial responsibility is in service restoration and availability within given SLAs. Many issues coming forward to this team can be solved via standard measures described by the R&D team in the administration guide. Their crucial competencies include cloud configuration, database administration, network engineering, operating system administration, etc. In the case of cloud technologies, this function is highly automated as long as a DevOps culture is established in the organization.
A critical part of L2 Support function is software and system infrastructure maintenance triggered by routine checks, and automatic, or proactive monitoring. The latter can be done using standard monitoring tools and system alarms (e.g., SNMP alarms).
WHAT WE OFFER?
Our skilled software support engineers provide the following services:
Advanced Repair / Troubleshooting
Monitoring of batches / infrastructure
Analysis of the Causes
System configuration management
Trends / Incident Analysis
DevOps-friendly Deployment Process Automation
HOW CAN WE HELP?
To ensure, you receive the best L2 support, SENCURY can:
Find solutions from previous cases using the Knowledge Base
Work the life cycle of a help desk incident
Collect information on the problem to pass it to L3 Support
Add further information and items to the initial job definition
Close and re-assign jobs
Handle break/fix and configuration issues
Guide customers on advanced troubleshooting
Monitor using available tools for maintenance actions
Deal with network and infrastructure
Create data center updates
BENEFITS YOU GET
Hiring a skilled software engineer to provide you with support will save you time and budget in resolving related technical issues withing SLA contract agreed with you. Also, you receive a person, who has:
technical knowledge regarding products and services
technical understanding of industry standards and practices
strong communication skills
knowledge of relevant tools and applicable software programs
ability to analyze and problem solve
troubleshooting and configuration skills
understanding of new systems and technologies
Our technical support engineers put all their knowledge, skills and efforts into helping you solve critical issues occurring. Therefore, with us you will obtain timely met requests. Our team can provide you with:
Agility and flexibility
Focus on quality
Ability to hire per your requirement
Access to industry experts and developers & tools
Possibility to scale your resources