Keep Your Business Applications Running Reliably
L1 through L3 support for the applications your business runs on — databases, web servers, ERP/CRM platforms, middleware, and custom software.
Tiered Application Support — L1 to L3
We operate structured support tiers with defined escalation paths, ensuring every issue reaches the right engineer at the right speed.
| Tier | Scope | Response SLA | Who Handles It |
|---|---|---|---|
| L1 — First Response | Login issues, password resets, basic navigation, common error messages, user training queries | < 30 minutes | Help desk analysts via phone, email, or ticket |
| L2 — Technical Support | Application configuration, performance degradation, integration failures, data discrepancies, patch testing | < 4 hours | Application engineers with product expertise |
| L3 — Expert Resolution | Root cause analysis, code-level debugging, vendor escalations, architecture-level changes, critical incident resolution | < 8 hours (P1: 1 hour) | Senior engineers + vendor liaison where applicable |
Applications We Support
From open-source databases to enterprise ERP — if your business runs on it, we can support it.
Database Administration
Performance tuning, backup management, replication, high availability, and incident response.
- Microsoft SQL Server (2016–2022)
- MySQL & MariaDB
- PostgreSQL
- Oracle Database
- MongoDB
Web Server & Middleware
Configuration management, SSL lifecycle, load balancing, and availability monitoring.
- IIS (Windows)
- Apache HTTP Server
- Nginx
- Apache Tomcat / JBoss
- Node.js runtime
ERP & CRM Platforms
User support, integration troubleshooting, upgrade assistance, and performance investigation.
- SAP (S/4HANA, ECC)
- Microsoft Dynamics 365
- Salesforce CRM
- Tally ERP 9 / Prime
- Zoho Suite
Collaboration & Messaging
Administration, migration support, licence management, and user issue resolution.
- Microsoft 365 & Exchange
- Microsoft Teams
- Google Workspace
- Zoom & Webex
- Slack
Custom & Bespoke Applications
L1–L3 support for in-house developed software, legacy systems, and vendor-built custom apps.
- Log analysis & diagnostics
- Dependency & library management
- Dev team liaison & escalation
- Runbook creation & maintenance
- Scheduled maintenance windows
Application Monitoring
Continuous availability and performance monitoring with automated alerting and trend analysis.
- Datadog APM
- New Relic
- AppDynamics
- Prometheus & Grafana
- ELK Stack (log monitoring)
What You Can Expect
Onboarding & Knowledge Transfer
We take time to understand your applications before we support them — so when an incident hits, we're not starting from zero.
Discovery & Documentation
We document your application architecture, dependencies, common issues, and escalation contacts into a live runbook.
Monitoring Configuration
We instrument your applications with availability and performance monitoring, setting baselines and meaningful alert thresholds.
Handover & Shadowing
Our engineers shadow your team for two weeks before taking full ownership, ensuring zero knowledge gaps on go-live.
Ongoing Operations
Monthly service reviews, trend analysis, and proactive recommendations to improve application reliability and performance over time.
Let's Talk About Your Application Estate
Tell us which applications are critical to your business — we'll design a support model that fits.