Support Capabilities
Enterprise Support Tiers & Operations
Six dedicated response teams behind one unified queue — every request lands with the right engineer, on the right SLA, the first time.
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Software • Application Tier
#SUP-01
Software & Application Support
Proactive debugging, patch deployments, and continuous system optimizations for custom code, ERPs, and databases.
Covered Capabilities:
✓ Web & Mobile App Troubleshooting ✓ Critical Bug Investigation & Hotfixes ✓ Database Indexing & Query Optimization ✓ API & Payment Gateway Diagnostic ✓ ERP Ledger & Workflow Auditing ✓ Security Patching & Version Migrations
Show all 6 capabilities ▾
Ticket Logged → Diagnostic → Hotfix Deploy
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Hardware • RMA Tier
#SUP-02
Hardware Support & Component RMA
Rapid on-site hardware diagnosis, component replacement, server maintenance, and authorized warranty processing.
Covered Capabilities:
✓ Server Diagnostics & Hot-Swap Disk Replacement ✓ Biometric Terminal Sensor Recalibration ✓ POS, Thermal Printer & Scanner Servicing ✓ IP CCTV & NVR Channel Troubleshooting ✓ UPS Battery Testing & Power Replacement ✓ Authorized Manufacturer Warranty & RMA
Show all 6 capabilities ▾
Fault Reported → On-Site Dispatch → Hardware Swap
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Network • Infrastructure Tier
#SUP-03
Network & Connectivity Care
Real-time network backbone troubleshooting, firewall security, Wi-Fi 6 optimization, and bandwidth diagnostics.
Covered Capabilities:
✓ LAN/WAN & SD-WAN Outage Remediation ✓ Switch & Router VLAN Reconfiguration ✓ Enterprise Wi-Fi 6 Channel & Mesh Tuning ✓ Next-Gen Firewall Rule Auditing & VPNs ✓ Fiber Attenuation & OTDR Diagnostics ✓ DNS, DHCP, Active Directory & QoS Health
Show all 6 capabilities ▾
Link Outage → Routing Failover → Resolution
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SLA • Annual Maintenance
#SUP-04
Annual Maintenance (AMC & SLA)
Comprehensive SLA contracts delivering guaranteed contractual uptime, monthly audits, and dedicated escalation engineers.
Covered Capabilities:
✓ Comprehensive Hardware & Labor-Included Plans ✓ 15-Minute Guaranteed Critical Severity SLA ✓ Monthly Preventive Maintenance Audits ✓ Firmware, BIOS & Operating System Updates ✓ Disaster Recovery & Backup Restoration Drills ✓ Quarterly Executive IT Health Reports
Show all 6 capabilities ▾
Monthly Audit → Preventive Patching → 99.9% Uptime
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Security • 24/7 Incident Desk
#SUP-05
Cyber Incident Response
Rapid containment, malware neutralization, root-cause forensics, and clean disaster recovery following security breaches.
Covered Capabilities:
✓ Ransomware & Zero-Day Threat Containment ✓ Emergency Account Lockout & Token Revocation ✓ Host Isolation & Forensic Memory Capture ✓ Firewall Blockade of C2 Threat Actors ✓ Clean Golden Image Rollback & Restoration ✓ Post-Incident Remediation & Audit Trail
Show all 6 capabilities ▾
Threat Detection → Host Isolation → Clean Restore
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Helpdesk • User Support
#SUP-06
Remote Helpdesk & IT Care
Fast, friendly, and expert assistance for daily user workstations, software configurations, and workplace technical roadblocks.
Covered Capabilities:
✓ Phone, WhatsApp, Web Portal & Email Helpdesk ✓ Encrypted One-Click Remote Desktop Sessions ✓ Workstation Provisioning & Corporate Email Setup ✓ Password Resets & Multi-Factor Authentication ✓ Printer, Scanner & Peripheral Configuration ✓ Live Ticket Status Tracking & Escalation
Show all 6 capabilities ▾
Help Request → Remote Session → Immediate Fix
