Technical problems solved before they become complaints.
Savari provides L1 and L2 Technical Support Specialists who troubleshoot, triage and resolve — so your engineers spend their time building, not firefighting support queues.
Book a 20-minute callL1, L2 and L3 — Savari covers the first two.
Most businesses don't need their engineers doing password resets. Savari handles the high-volume, repeatable technical work — your engineers pick up only what genuinely needs them.
First contact resolution — fast and accurate
- Login and password issues, account lockouts, 2FA setup
- Software navigation guidance and how-to queries
- Device, browser and OS compatibility issues
- Error message diagnosis using documented solutions
- Ticket creation, categorisation and initial response
- Knowledge base articles — finding, using and updating
- Basic integrations and configuration walkthroughs
Deeper investigation — for complex issues that survive L1
- API and integration troubleshooting (REST, webhooks, JSON, HTTP)
- Log analysis and error tracing across environments
- SQL queries to investigate data and configuration issues
- Cloud application and networking troubleshooting
- Escalation writeups with full investigation context for L3
- Bug report documentation with reproduction steps
Reserved for what only your team can solve
L3 — deep code-level fixes, infrastructure decisions, product changes — stays with your team. Savari handles everything below it, and writes a complete handover when an issue reaches L3 so your engineers have the full picture immediately.
The technical depth your L2 team brings
Any product where customers need technical help.
SaaS companies
Tier 1 and 2 support covering the issues your engineers are tired of seeing in the queue.
Hardware & devices
Setup, configuration, connectivity and first-line device troubleshooting at scale.
E-commerce platforms
Account access, payment issues, integration errors and seller-side technical queries.
Healthcare tech
Patient portal access, device connectivity, software navigation and data export queries.
Fintech
Account setup, API integration support, transaction queries and reconciliation issues.
IT services
Helpdesk overflow, ticket management and first-line resolution for managed service providers.
One rate. No employment on-costs.
Technical hires are expensive. A UK-based L2 engineer costs significantly more than the salary alone once NI, pension, equipment and management time are counted. Savari removes all of that.
You pay one agreed rate. Everything above sits with us.
Your engineers should be building. Not resetting passwords or explaining error codes for the fourteenth time this week.
Savari L1 and L2 teams handle the volume. Your team handles the depth.Questions worth asking first
What makes an L2 agent different from L1?
L2 agents have technical degrees (Computer Science, IT, Information Systems) and practical skills in APIs, SQL, log analysis and networking. L1 agents are excellent communicators with strong technical aptitude — degree subject matters less than troubleshooting ability at that tier.
Can agents work in our ticketing system?
Yes — Zendesk, Freshdesk, Jira, Linear, Intercom and most major platforms. If you use something less common, we discuss it during onboarding.
How do you handle issues that need L3?
Agents write a full escalation summary — what was investigated, what was ruled out, the reproduction steps, the logs and the most likely cause — before it reaches your engineers.
Can agents maintain our knowledge base?
Yes. Creating new articles from resolved tickets, updating outdated ones and flagging gaps is a standard part of the L1/L2 role.
What hours can support run?
8, 10 or 12-hour coverage windows, including extended hours and weekend cover where needed.
What if an agent doesn't know the answer?
They follow your escalation process. Agents are trained not to guess — an honest escalation is better than a wrong answer that damages trust.
Do you cover SaaS products specifically?
Yes — SaaS is our most common technical support use case. Agents are comfortable learning product-specific platforms, APIs and workflows during onboarding.
How quickly can a technical support team start?
Typically two to three weeks from agreement to live, including onboarding, system access and product training.
Ready to clear your support queue?
Tell us your ticket volume, your tiers and your tools — we'll tell you what a team would cost.