Technical Support - Onsite / Offshore Support



We help software providers to meet the technical challenges of todays offshore software support services. We provide broad range of unique support services, which will provide the clients with substantially lower maintenance costs and we make sure that the timely response is provided with professional service levels.

Our staffing model, which includes a 'shadow team' able to supplement the core team as necessary, provides clients with greatly enhanced flexibility in addressing special software maintenance and support needs. Shadow team is the staffing model which we follow through that we can supply the core team as and when necessary. This approach greatly provides flexibility iwith offshore software support services which we provide.

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Technical Support - Level-1, Level-2, Level-3


L1 – First Line Support

Telephone helpdesk or answer center support This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client. L1 support typically includes individuals that have very limited technical expertise. L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools. L1 is intended to be the first to acknowledge an incident. L1 support tracks tickets until successfully resolved. L1 engineers can implement basic, documented break-fix tasks along the lines of following a cookbook recipe. L1 personnel will typically escalate to an L2 resource and follow documented escalation procedures, again, like following a cookbook recipe. Depending on the vendor, L1 technicians will have from 0 to 4 years of prior relevant experience. At Appnomic, L1 engineers generally have at least 2 years of prior relevant experience.

L2 – Second Line Support

These technicians have more experience than L1 support technicians and manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L2 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management, etc. They are expected to escalate to the L3’s when documentation is insufficient to complete the tasks or do not solve the incident. L2s usually have and maintain a Run-Book which they can use for immediate resolutions. They collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors. L2 engineers will typically escalate to an L3 resource and follow documented escalation procedures. At Appnomic, L2 engineers generally have 4 or more years of experience on a specific technology platform (e.g., Windows servers, Oracle Database, etc.).

L3 – Third Line Support

L3 technical experts resolve issues that are typically difficult or subtle. L3 engineers participate in management, prioritization, minor enhancements, break fix activities, problem management, stability analysis, etc. These support leaders have specific, deep understanding and expertise in one or two technology platforms (for example, an Oracle database administrator or a Windows Admin). L3 engineers are proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4. L3 engineers may have root or administrator access to basic systems. Appnomic L3 engineers generally have 8 or more years of relevant experience.

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Non Technical Support



The Offshore Technical Support Center/ IT Helpdesk provided by us to our client’s customers and services are through multiple channels like email, chat, voice and the web. A pool of trained and well experienced engineers are being provided by us to support the customer queries. They troubleshoot and resolve problems through remote assistance. The internal and external helpdesks which we provide have unique role of importance. The internal helpdesk supports the employees within a company whereas the external helpdesk provides the support services to users and buyers of the product. We make all our customers satisfy by solving their technical problems and we increase the resource utilization and productivity through internal helpdesk services.

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