Advanced troubleshooting
Systematic investigation beyond Tier 1 scope.
Opervics runs Tier 2 support as a trained, AI-assisted function — advanced troubleshooting, log review, root-cause analysis, and structured escalation to engineering only when needed.
Tier 2 support handles the issues Tier 1 can't resolve — deeper troubleshooting, log analysis, configuration review, and root-cause investigation. Done well, Tier 2 resolves most remaining issues and only escalates what genuinely requires engineering.
Opervics runs Tier 2 support with trained specialists, documented investigation paths, and AI-assisted diagnostics. Every resolution is documented, so recurring issues get resolved faster over time.
Systematic investigation beyond Tier 1 scope.
Log analysis and configuration inspection to identify root causes.
Documented investigation and prevention recommendations.
Faster investigation with pattern detection and log summaries.
Clean handoff to Tier 3 with full context.
Resolution rate, escalation rate, recurring issues, CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Tier 1 not resolving enough, so Tier 2 drowns in volume.
No documented investigation paths, so each issue starts from scratch.
Same issues recur because nobody captures causes.
Tier 3 sees tickets without context or evidence.
No visibility on resolution rates or recurring issues.
One senior specialist holds the whole function together.
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.
Issues that require deeper investigation, log review, configuration analysis, or root-cause work — beyond standard Tier 1 scope.
Escalation paths are documented. When a ticket needs engineering, we hand it off with full context, logs and reproduction steps.
Your ticketing platform, logging tools, monitoring systems and any relevant configuration interfaces — with role-based access set by you.
Every resolution is documented. Recurring patterns are flagged and fed back into Tier 1 runbooks and prevention recommendations.
QA sampling on resolutions, plus weekly reporting on resolution rate, escalation rate, and recurring-issue trends.
Per FTE, per ticket, or as a monthly retainer — agreed upfront.
A short conversation is usually enough to scope the process and propose a starting point.