Service
L1 Support
Outsourced first-line support across phone, web and chat, staffed and measured against your service levels.
Overview
We provide frontline support teams that plug into your existing systems, so response times improve without you managing a new internal team.
First-line support is where most customer perception is formed, so we staff it with people trained on your product, not on a generic script. Tickets are logged, triaged and either resolved or escalated with the context the next tier needs. You get published metrics: volume, first-contact resolution, response time against target, and the recurring issues worth fixing at source.
Built for
What we offer
Phone, web, email and chat first-line coverage
Triage and escalation into Level 2 and Level 3 with full context
Knowledge base built and maintained from real ticket history
Reporting on first-contact resolution and response-time targets
Follow-the-sun coverage options for global user bases
Outcomes
The results clients measure
16+
Years delivering
Deep experience across telecom, BFSI, government and retail.
50+
Enterprise clients
Long-running relationships built on repeat delivery.
10+
Countries served
Distributed delivery across India, Angola and beyond.
How it works
A proven delivery approach
Understand your systems
We learn your tools, workflows, and SLA expectations before onboarding.
Onboard the team
We ramp up L1 resources using our ready infrastructure.
Operate with visibility
We deliver support with real-time dashboards so you can track performance continuously.
Our approach
What makes engagements successful
Ready to scale on day one
Infrastructure for 250+ L1 resources is already in place, so ramp-up isn't the bottleneck.
Built around your workflows
We adapt to your tools and SLAs, not the other way around.
Full visibility, not black-box support
Real-time dashboards show performance and metrics as they happen.
SEZ-based efficiency
Cost and tax advantages on our end, with no compromise on quality or compliance on yours.
Industries
Industries we serve
Portfolio
Relevant work in l1 support
Selected engagements where we delivered this capability end to end.
Government
PACS Computerization Project by NABARD
Multi-state rollout of the National Level PACS Software (NLPS) across Uttar Pradesh, Chhattisgarh and Assam.
Read case study
Telecom
NT3, A Service Help Desk Management Tool for ITSM
A robust ticketing system to manage inter-departments & vendors.
Read case study
AI/ML
Machine Learning-Based Accounting Software for AM/NS
Auto reconciliation of customers' and vendors' statements using ML.
Read case studyFAQs
Frequently asked
Answers to common questions about scope, engagement, and delivery.
What support channels are included in L1 services?
Phone, email, web-based ticketing, and live chat, all handled by a team optimized for fast response and resolution.
How quickly can an L1 support team be onboarded?
We maintain ready infrastructure for 250+ L1 resources, so we can scale up quickly based on your requirements.
Can your team work within our existing tools and processes?
Yes. We adapt to your systems, workflows, and service-level expectations rather than asking you to change them.
How do we get visibility into support performance?
We provide real-time dashboards and project tracking so you can see team performance and customer metrics directly.
What's the advantage of your SEZ-based support setup?
Cost efficiency and tax benefits on our end, without any compromise on quality or compliance on yours.
Can L1 support scale up or down as our needs change?
Yes. We adjust team size based on your volume and seasonal demand, so you're not paying for capacity you don't need.
Ready to start your l1 support initiative?
Book a free 30-minute consultation with our solution architects.
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