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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 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 Mo nitor using available tools for maintenance actions De al 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: 1 technical knowledge regarding products and services 2 technical understanding of industry standards and practices 3 strong communication skills 4 knowledge of relevant tools and applicable software programs 5 analytical skills 6 ability to analyze and problem solve 7 troubleshooting and configuration skills 8 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 Hire SENCURY technical support engineers to obtain a quick solution to any issue occurring! Contact us for the details! LINKS ABOUT info@sencury.com SOCIAL Home Services Cooperation Models Competencies Blog Contact Us

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