Tier 1 triage
Initial response, categorisation, and resolution of common issues.
Opervics runs Tier 1 and Tier 2 technical support — AI-assisted diagnostics, human-verified resolution, and structured escalation to your engineering team only when it's genuinely needed.
Technical support sits between your users and your engineering team. Done well, it resolves the majority of issues at Tier 1 and 2 — protecting engineering time for what actually requires engineering. Done poorly, everything escalates and productivity suffers.
Opervics runs technical support as a trained function with documented runbooks, AI-assisted diagnostics, and a strict escalation policy. Agents work inside your ticketing system, use your knowledge base, and hand off cleanly when a ticket genuinely needs engineering.
Initial response, categorisation, and resolution of common issues.
Deeper troubleshooting, log review, and workflow-based fixes.
Every process runs against a written SOP — versioned and auditable.
Faster triage with AI-suggested resolution paths.
Clean handoffs to engineering only when needed.
Ticket volume, resolution rate, escalation rate, and CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Tier 1 doesn't resolve, engineering gets buried.
Tickets sit unclaimed through busy periods.
Different agents classify the same issue differently.
Resolution steps live in someone's head, not in runbooks.
No reporting on resolution rate, escalation rate, or recurring issues.
No support on nights, weekends, or across time zones.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Encryption in transit and at rest, role-based access, and least-privilege workflows across every account.
NDA-bound teams, restricted environments, and auditable access logs for regulated services.
AI output is reviewed by trained specialists before it reaches your systems — no blind automation.
Service-specific SLAs, tracking, and audit-ready reporting from day one.
Tier 1 and Tier 2 support, with structured escalation to your engineering team for Tier 3 issues.
Documented onboarding, recorded walkthroughs, and a certification check before agents handle live tickets.
Yes. We operate inside your helpdesk or ticketing platform with role-based access set by you.
Documented runbooks and AI-assisted diagnostics resolve more at Tier 1 and 2, so engineering only sees what genuinely needs them.
QA sampling on every queue, plus weekly reporting on resolution rate, escalation rate, first-response time, and CSAT.
Per FTE, per ticket, or as a monthly retainer — agreed upfront with no hidden add-ons.
A short conversation is usually enough to scope the process and propose a starting point.