At the base of the tier are support technicians who are qualified to handle almost 80% of the customer calls. If a technician is unable to handle a specific incident, they promptly escalate the trouble ticket to one of the engineers in the respective department. Any problems that need further assistance are then finally escalated to the system integrators who are normally also the designers of the system.

We also provide contract based helpdesk support to our clients and support their customers via phone, email and fax. As part of the helpdesk outsourcing, our clients get a professionally managed technical staff who can troubleshoot their customers' computer problems and resolve the support issues in a timely manner. As a value added service, our customers receive access to our Work Order Management Service which provides them with complete information regarding open work orders as well as progress reports for a specific trouble ticket.