How it works

From first call to steady state

Three steps, a few weeks, and you have a functioning support operation — without hiring, training, or managing anyone yourself.

01Week 1

Scoping

We map your stack, ticket flow, and response targets, then propose the right tier mix.

A working session to understand your systems, tools, and usersAnalysis of ticket volume, categories, and peak hoursA written proposal: tier mix, coverage hours, SLAs, and pricing
02Weeks 2–3

Onboarding

Engineers join your tools, inherit runbooks, and take ownership of assigned systems.

Access provisioning and security sign-off for each engineerDocumentation of your systems into shared runbooksShadow period alongside your existing team before handover
03Ongoing

Ongoing support

Continuous coverage with SLA reporting, monthly reviews, and a partner bench for overflow.

Ticket handling against agreed response and resolution SLAsMonthly service reviews with volume and performance reportingElastic capacity — partner network absorbs spikes and specialist work

Common questions

What clients usually ask

What coverage hours can you provide?

Standard engagements run 24×5. 24×7 coverage is available for critical systems under an extended SLA.

Who do we actually talk to day to day?

A named team — engineers assigned to your account, plus a service coordinator. No anonymous ticket black holes.

How do you handle work beyond your team's expertise?

Through our vetted partner network of IT and AI companies across Armenia. We manage the coordination; you keep one point of contact.

Can we scale the team up or down?

Yes. Tier capacity is reviewed monthly and adjusted to your actual ticket volume.

Start with a scoping call