Tiered support, one accountable team
We run the full support stack for corporates across India – from the first call to OEM escalation – with SLA reporting every month.
L1 – Service desk
Ticket logging and triage, password resets, basic troubleshooting, remote support, user onboarding and offboarding. Phone, email, chat and portal.
L2 – Desktop and infrastructure support
On-site engineers for OS and application issues, network and printer faults, hardware swaps, imaging, patching and AMC calls across Delhi NCR, Mumbai, Pune, Bengaluru, Hyderabad, Chennai and Kolkata.
L3 – Specialist and escalation
Server, storage, virtualisation, networking and security specialists; OEM escalation with Dell, HPE, Lenovo, Cisco and Fortinet; root-cause analysis and change management.
Delivery models
- Dedicated on-site resources on purchase order (KYC-verified, attendance and SLA reporting)
- Shared remote service desk from our Faridabad delivery centre
- Hybrid: on-site L2 with remote L1/L3
- Shifts: 8×5, 16×5 or 24×7
Tools and platforms we work on
- ITSM / ticketing: ServiceNow, Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus, BMC Remedy – or your own instance
- SIEM / security monitoring: Splunk, Microsoft Sentinel, IBM QRadar, Wazuh, Fortinet FortiAnalyzer
- RMM / infrastructure monitoring: ManageEngine Endpoint Central, SolarWinds, PRTG, Zabbix, Nagios
- Endpoint and identity: Microsoft Intune, Active Directory / Entra ID, SCCM
- Backup and DR: Veeam, Acronis