Support at every level — L1, L2 and L3
Reliable application support with skilled engineers, defined SLAs and the flexibility to plug our resources straight into your team.
Keep your systems healthy and your users happy
Our support desk handles everything from first-line queries to code-level fixes. You get transparent SLAs, clear escalation paths and engineers who understand your application.
Prefer to run support yourself? We provide vetted, trained resources — for L1, L2 or L3 — who work directly under your management.
Support tiers explained
L1 — First-line support
Front-door support for users and operations.
- Ticket logging, categorisation and triage
- Password, access and how-to queries
- Application and job monitoring, alert handling
- Standard-procedure fixes from runbooks
- Escalation to L2 with complete context
L2 — Technical & functional analysis
Deeper diagnosis of issues that L1 can’t close.
- Log, data and configuration analysis
- Functional defect reproduction
- Database queries, data fixes and reports
- Workarounds, patches and hot configuration
- Coordination with vendors and L3
L3 — Engineering support
Code-level resolution and enhancement.
- Root-cause analysis and permanent fixes
- Bug fixing, hotfix builds and releases
- Performance and security remediation
- Minor enhancements and change requests
- Architecture advice and problem management
Resource augmentation
Skilled people, on demand.
- Developers, testers, DBAs and support engineers
- Onboarding within days
- Flexible monthly or hourly engagement
- Replacement and scale-up flexibility
SLAs & reporting
Service you can measure.
- Defined response and resolution targets
- Priority matrix (P1–P4) and escalation
- Weekly/monthly service reports
- Trend analysis and problem management
Monitoring & incident management
Catch problems before users do.
- Health checks, uptime and log monitoring
- Incident, problem and change workflows
- Post-incident reviews and preventive actions
- Release and deployment support
Smooth transition to support
Discover
Understand the application, users and pain points.
Knowledge transfer
Docs, walkthroughs and runbooks.
Shadow
We observe live support alongside your team.
Reverse shadow
We lead while your team oversees.
Steady state
SLA-driven support with continuous improvement.
Our toolbox
Service management
Monitoring
Data & platform skills
Application skills
What you receive
- Ticketing with full visibility
- SLA and performance reports
- Runbooks and a growing knowledge base
- Root-cause analyses for major incidents
- Named point of contact
Engagement options
- Fully managed L1/L2/L3 desk
- Hybrid: your L1 + our L2/L3
- Dedicated resources under your control
- Business-hours or extended coverage
Common questions
Can you provide only L1 or only L3?
Yes — you can engage any tier independently or combine them.
How fast can resources start?
Typically within days of finalising the engagement, after a brief knowledge-transfer plan.
Do you support applications you didn’t build?
Yes. We start with a discovery and knowledge-transfer phase and then support under an agreed SLA.
Related services
Have an idea? Let’s build it together.
From a first sketch to a live product in the stores — talk to the Siyora team.
Talk to us