SUPPORT SERVICES
Service Desk
Service Desk Services
Digitalstates has invested extensive time and resources to establish a scalable, reliable and repeatable service delivery model based on the years of experience in delivering Service Desk services, best practices and framework published by the Information Technology Infrastructure Library (ITIL®).
We provide Level 1, Level 2 and Level 3 Service Desk technical support which consists of logging and routing calls submitted by customer’s end-users. We have our own Custom Ticketing system or use 3rd party systems like Sales Force or Jira to onboard a customer. A ticket is generated and Service Desk support agent uses industry-standard methods and our advanced toolset to track customer’s technology problems remotely.
Service Desk Support Levels We Offer
L1 support
Our Service Desk specialists answer any kind of basic questions that may be about software and infrastructure usage, like password reset, OS not booting up or a hardware issue and provide guidance to solve minor day-to-day problems. We also assist in providing the relevant usage guides to customers.
L2 support
We help to resolve the issues of software and network 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. We are also ready to offer combined L1/L2 support to speed up ticket processing.
L3 support
As an option, we offer L3 support. This is a deeper level support. It includes tackling complex issues on the code level or product level. We involve SMEs (Subject Matter Experts) who can assist with fixing defects uncovered by L1 and L2 agents.
Managed Services
We provide extensive Managed Services specially designed to handle daily operations for your custom applications so that we can give you cycles back for your other daily tasks. In this way your IT staff can focus more on strategic IT programs and leave the application operations to us.
We have capabilities in providing Managed Services for various on-prem as well as cloud native applications. We have an experienced DevOps team that can support almost any kind of applications, starting from legacy to most modern container and microservices based applications. We support AWS, Azure and Google.