IT Outsourcing & Helpdesk Services
Be it an IT Hardware, Email, ERP, CRM, or HR Management Solution, Mobile or Web Application, Lunarays Technologies provide IT help desk services to companies that need to outsource user and solution support. We can help you with software products you offer to your customers and with corporate applications and systems that your employees use.
IT Help Desk Support Levels We Offer
To quickly assign a service ticket to an expert with the right set of expertise, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle. The levels are:
- L1 Support: Our help desk consultants answer questions about software usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.
- L2 Support: We help to resolve the issues of software configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed.
- L3 Support: As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.
Lunarays Technologies offer different pricing packages depending on the support level and the expected number of support hours per month. Our team is ready to provide more info upon your request.