Tier 1 triage
Initial response and resolution of common issues.
Tier 1 and Tier 2 technical support — AI-assisted diagnostics, documented runbooks and clean escalation to engineering only when 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.
Opervics runs technical support with trained specialists, documented runbooks and AI-assisted diagnostics — with clean escalation to your engineering team only when needed.
Initial response and resolution of common issues.
Deeper troubleshooting, log review and workflow fixes.
Every resolution path written down and versioned.
Faster triage with AI-suggested resolution paths.
Clean handoffs to engineering only when needed.
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 people's heads, not 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.
Access, change management, monitoring and incident response aligned to SOC 2.
Role-based access, least-privilege workflows, auditable logs.
Every resolution reviewed before closure on high-impact issues.
Volume, resolution rate, escalation rate and CSAT reported weekly.
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.
A short conversation is usually enough to scope the process and propose a starting point.