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.

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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

Automation Process

Proactive monitoring

Monitoring of batches / infrastructure

Analysis of the Causes

System configuration management

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

analytical skills

ability to analyze and problem solve

troubleshooting and configuration skills

understanding of new systems and technologies

WHY SENCURY?

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

Dedicated developers