Customer Support On-Call
Technical support for your customers, and on-call response when your service is down.
If your product or service depends on technology, your customers’ problems become your incidents. We staff the front line, respond when things break, and give you the data to fix root causes.
When you need this
- Your customers call you with technical issues and your team wasn't hired to handle them
- You sell software, connected equipment, or a managed service and need a real support desk behind it
- Outages are handled by whoever notices first, with no on-call rota or incident record
- Customers expect coverage outside your business hours
- You need incident reports and service metrics for contracts or SLAs with your own customers
Services in this category
Incident Response
A defined on-call service for outages and security events affecting your product, platform, or service: detection, coordination, communication, and post-incident review.
- On-call rota with defined escalation
- Incident commander for major events
- Status updates to your customers in your voice
- Root-cause analysis and post-incident report
- Runbooks maintained after every incident
Outsourced Call Center IT Support
A technical contact center that supports your customers by phone, chat, and email, following your scripts, your escalation rules, and your brand.
- Tier 1 and Tier 2 technical support
- Your CRM and ticketing, or ours
- Business hours or 24/7 coverage
- Quality monitoring and CSAT tracking
- Monthly volume, resolution, and trend reports
How we deliver
Map the service
What you support, who calls, what ‘down’ means, and who needs to know.
Build the playbooks
Scripts, knowledge base, escalation paths, and incident severity definitions.
Staff and integrate
Agents trained on your product; phones, chat, and ticketing connected.
Operate and improve
Monthly reporting and quarterly reviews that feed defects and recurring issues back to your product team.
What you get
- A support desk your customers experience as yours
- A written incident process instead of a group chat
- Reports you can attach to your own customer SLAs
- Fewer repeat incidents, because someone owns the follow-up
Customer support FAQ
How fast can you learn our product?
Onboarding includes product training and knowledge-base building with your team. Simple products go live in weeks; complex platforms are phased, starting with Tier 1.
Can you handle both our employees and our customers?
Yes, as separate queues with separate playbooks and reporting, under one agreement. See Employee Support & Lifecycle for the internal side.
Which phone and contact-center platform do you use?
We design and support contact centers on 8×8 as a partner, and can work within your existing platform where practical.
Stop letting incidents find their own owner.
Tell us what you support and how customers reach you today.