Stop your engineers answering tickets
Tier 1 and Tier 2 support from degree-qualified agents trained on your product before they touch a live ticket — so what reaches your engineering team actually deserves to.
Book a 20-minute callWe'll assess fit in 20 minutes and reply within one business day.
Three rungs. Most stop at the first.
The point of a support layer is that very little of it reaches you. Here's what we take, and what we deliberately hand back.
Tier 1
Triage and the common, documented issues — the bulk of any queue. Categorised and prioritised on arrival so nothing sits misrouted.
- Login, access and permissions
- Configuration and how-to questions
- Known issues and workarounds
- Account and billing-adjacent queries
- Onboarding and setup assistance
Tier 2
Deeper investigation of the less common problems, before anything reaches your engineers.
- Log review and diagnostics
- Reproduction steps established
- Environment and integration checks
- Bug intake, logged to your standards
- Knowledge base written from real tickets
Your engineers
Genuine defects and anything needing code. Escalations arrive with the investigation already done — not as a forwarded customer email.
- Confirmed, reproducible bugs
- Architecture and code changes
- Incidents requiring your systems
- Escalation rate tracked as a metric
- We keep the customer updated throughout
Escalation criteria are defined during design and reviewed as a number. A rising escalation rate is a signal we act on, not a cost you quietly absorb.
The expensive cost isn't support salary
It's engineering hours going into tickets that should never have reached engineering. Support handled badly doesn't disappear — it gets absorbed by the most expensive capacity in your business, and it fragments the work they were actually hired to do.
So when you compare costs, compare two things: our rate against your total employment cost for support staff, and the engineering time you'd get back. The second number is usually the one that decides it.
You pay one agreed rate. Everything above sits with us.
Support that reasons, not just responds
Graduates only
Technical support means reasoning through unfamiliar problems. We recruit university graduates for analytical capability and clear written communication — not for the lowest possible rate.
Product training before go-live
Academy training in support fundamentals, then deep training on your platform, common issues and escalation criteria. Agents work supervised until they meet the standard.
Inside your stack
We work in your helpdesk, your documentation and your issue tracker, so tickets move the way your team already expects.
Documentation that improves
Support sees where docs fail before anyone else. We write and update the knowledge base from the tickets actually arriving, which quietly reduces the queue over time.
Knowledge that compounds
Technical understanding takes months to build. Our retention model means your account keeps its experience instead of resetting every few months.
Coverage around releases
Extended hours and surge support during launches, incidents and peak periods — without hiring for shifts you can't fill internally.
A good escalation is one your engineers are glad they received.
Investigated, reproduced, documented — and rare.Questions worth asking first
Can your team really learn our product?
Yes. Product training is a defined stage of onboarding rather than something picked up on the job, and agents work supervised on live tickets until they meet quality thresholds.
How do you stop everything escalating to us?
Escalation criteria are agreed during design and tracked as a metric. If the escalation rate rises, that's a signal we investigate and act on — more training, better documentation, or a gap in the criteria.
Which tools can you work in?
Your existing helpdesk, documentation platform and issue tracker. We adapt to your stack rather than asking you to change it.
What's the difference between Tier 1 and Tier 2?
Tier 1 handles triage and common documented issues. Tier 2 handles deeper diagnostics and less common problems, escalating only when a genuine defect or code change is involved.
How much will we actually save?
Compare against total employment cost for support staff — salary plus employer National Insurance, pension, holiday and sick cover, recruitment, equipment and management time — and against the engineering hours currently going into tickets. We'll work through both with you.
If it costs less, doesn't quality suffer?
Our saving comes from where employment costs sit, not from hiring cheaper people. Graduates only, product-trained before any live ticket, and retention invested in so knowledge compounds rather than resets.
Can you cover out-of-hours or releases?
Yes — extended coverage and surge support around releases and incidents are common arrangements, agreed in advance so training is complete before the volume arrives.
How quickly can a team be running?
Weeks rather than months in most cases, depending on product complexity and team size. You'll get a realistic timeline on the call, not an optimistic one.
Talk to a technical support specialist
Share your ticket volumes and product, and we'll show you what you'd spend — and what you'd get back in engineering time.