Tier 1 • Tier 2 • IT Help Desk • 24/7
Technical Support
Outsourcing
Tier 1 and Tier 2 technical support agents trained on your product — achieving 95% first-contact resolution and reducing engineering escalations, available 24/7 for your users worldwide.
95%First-Contact Resolution
< 2minAvg. Response Time
24/7Technical Coverage
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Our Technical Support Services
Tier 1 Technical Support
Front-line technical support for software, apps, and SaaS products — password resets, account navigation, basic configuration, feature walkthroughs, and common bug triage with scripted resolution paths.
Software SupportAccount HelpBug TriageFeature Walkthrough
Tier 2 Advanced Technical Support
Advanced troubleshooting for complex product issues — log analysis, environment-specific debugging, API integration support, and escalation triage for issues that require engineering team input.
Log AnalysisAPI SupportEnv DebuggingEngineering Escalation
IT Help Desk Services
Internal IT help desk support for your team — hardware troubleshooting, software installation and configuration, network access management, VPN support, and enterprise software licence management.
Hardware SupportNetwork AccessVPNEnterprise Software
Onboarding & Product Training Support
Guided onboarding support for new customers — live or async product walkthroughs, configuration assistance, integration support, and ensuring new users achieve first value as quickly as possible.
User OnboardingConfigurationIntegration HelpFirst Value
Technical Documentation & Knowledge Base
Creating and maintaining your technical support knowledge base — FAQ articles, troubleshooting guides, how-to videos, and error message libraries that reduce inbound support volume.
KB ArticlesTroubleshoot GuidesHow-To DocsError Libraries
SLA-Managed Critical Incident Support
24/7 critical incident response support — Tier 1 impact assessment, stakeholder communication, engineering escalation coordination, and post-incident reporting for production outages and critical bugs.
Incident ResponseStakeholder CommsEscalationPost-Incident Report
Meet Your Technical Support Team
Hello, I'm
Rohit
Tier 1 & 2 Technical Support Lead
A technical support specialist with 8 years managing SaaS and enterprise software support teams — expert at building knowledge bases, training agents to technical product standards, and achieving 90%+ Tier 1 resolution rates.
Zendesk
Freshdesk
Jira
Intercom
Log Analysis
KB Management
Client Results
SaaS Technical Support Outsourcing
Engineering Tickets: 80 to 12/Week Through Tier 1
85% Fewer Engineering Escalations
Tier 2 API Integration Support
API Developer CSAT: Highest Scoring Tier
Highest CSAT in Product Suite
Enterprise IT Help Desk
24/7 IT Help Desk: 4.7 Internal CSAT
4.7 Internal CSAT Score
What Our Clients Say
"Our Tier 1 support team was answering 40% of tickets with 'I've escalated this to engineering' — overwhelming our developers with questions that should never reach them. Protechplanner's trained technical agents resolve 92% of tickets at Tier 1. Our engineering team's weekly ticket load dropped from 80 to 12."
Vikram Anand
CTO, SaaS Platform
"API integration support is notoriously difficult to outsource because agents need real technical depth. Protechplanner's Tier 2 agents know REST, OAuth, JSON, and common integration errors. Our developer customers are consistently impressed — CSAT for API support is now higher than for our regular product support."
Linda Chen
Head of Customer Success, API Platform
"We needed 24/7 IT help desk for our 500-person team across 3 geographies. Our internal IT team was burning out on repetitive after-hours requests. Protechplanner's IT help desk now handles all Tier 1 IT requests round the clock. Internal CSAT is 4.7 and our IT team spends their time on strategic projects."
Naveen Rao
IT Director, Enterprise
Get Started
Support That
Actually Helps
95% first-contact resolution, 24/7 availability, and agents who understand your product well enough to actually solve technical problems.
Call
+91 1800 567 890
Email
hello@protechplanner.com
Technical Agents Available 24/7